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    ASPonline.com  >  Consultants Open House

Consultants Open House


We're always happy to offer informal advice to ASP members about topics that the ASP has researched. In addition, we've recruited a group of independent consultants who've agreed to offer complimentary "open house" hours on a regular basis. To schedule an open house session, send an e-mail to the expert of your choice, describing the topic you'd like to explore and your availability. (Before you speak on the phone, we recommend that you send the consultant a package of background materials.)

Please note that the first hour of consulting is complimentary. If the first hour is so exciting that you decide to keep talking, you may be asked to pay an hourly or daily fee. The ASP receives no payments or commissions for the Consultants Open House, and we do not guarantee that the expert advice you get will make you happier, thinner, or fabulously rich.


Mikael Blaisdell

Mikael Blaisdell
Principal
Mikael Blaisdell & Associates
1911-A Buena Vista Avenue
Alameda, CA 94501
510/865-4515
mikael@mblaisdell.com
www.mblaisdell.com

Areas of expertise:
  • Customer Success Management Group consulting
  • SaaS/Cloud Customer Support team assessment & enhancement
  • Customer Relationship Architecture
  • Success / Support Group Technology consulting for customers and/or vendors
Open House hours: Friday, 11:00 am—12:00 noon (PST)


Dave Brown

Dave Brown
President
Support Center University
560 Campo Way
Superior, CO 80027
303/494-4932
dave.brown@supportcenteru.com
www.supportcenteru.com

Areas of expertise:
  • Support Center Assessment/Analysis
  • Operational Improvement Projects (for efficiency gains, capacity improvement, and customer satisfaction improvement)
  • Requirements Definition and Tool Selection (Phone/ACD/Contact systems, CRM, & Knowledge Management)
  • Staffing Models and Workload Analysis
  • Alternative Support Models (e.g. Outsourcing or Offshoring decision/assistance)
Open House hours: Friday, 12:00 noon—2:00 pm (EST)


Paul Dooley

Paul M. Dooley
President & General Manager
Optimal Connections, LLC
26621 Heather Brook
Lake Forest, CA 92630
949/305-3544
pmdooley@optimalconnections.com
www.optimalconnections.com

Areas of expertise:
  • Surveys services—online Web-based surveys of customers, partners, employees, memberships
  • Marketing services—for products or services: research, competitive analysis, content development, packaging, pricing, positioning, promotion
  • Help Desk services—support center assessments, audits for certification, training, new help desk/support center installation and setup
Open House hours: Friday, 11:00 am—12:00 noon (PST)


Lynn Hunsaker

Lynn Hunsaker
Customer Experience Strategist
ClearAction
1069 Cassia Way
Sunnyvale, CA 94086
408/687-9700
lynn@clearaction.biz
www.clearaction.biz

Areas of expertise:
  • Customer touchpoint alignment, customer hassle prevention
  • Drive upstream process improvements to improve service capability
  • Align support levels with customer lifetime value
  • Team recognition system to motivate major improvements
  • Leading indicator dashboards to drive action and predict results
  • Interaction Bridges skills to influence timely follow-through
Open House hours: Monday 10:00—11:00 am (PST)


Jason Kaufman

Jason Kaufman
President and Founder
IRREVO, Inc.
Renton, WA 98059
206/229-1032
jkaufman@irrevo.com
www.irrevo.com

Areas of expertise:
  • Online Self-Service (Improve CSAT and Reduce/Redirect Call Volume)
  • Knowledge Management Systems and Programs
  • Content Style Guides
  • Support Content Quality Assurance
  • Technical Writing and Process Documentation
  • Knowledge Content Special Projects (Content Scrub/Cleanse, Migration, Optimization)
Open House hours: Monday, 9:00 am—4:00 pm (PST)


Jason Kaufman

David Kay

Principal

DB Kay & Associates, Inc.

408/568-3551

david@dbkay.com

www.dbkay.com

 

Areas of expertise:

 

  • KCS and Knowledge Management for Service and Support
  • Customer Self-Service
  • Strategic Measures for Support
  • Surveys and Voice of the Customer
  • Customer Experience Journey Mapping

 

Open House Hours: Mondays, 9:00 - 10:00 Pacific -- by prior arrangement



Rick Kilton

Rick Kilton
Principal
RWK Enterprises, Inc.
2291 Elmwood St.
Berthoud, CO 80513
970/532-3015
rkilton@rwkenterprises.com
www.rwkenterprises.com

Areas of expertise:
  • Customer loyalty strategies and practices
  • Training: Customer skills, interpersonal communications, team building
  • Leadership, change management, success strategies, and more
  • Myers-Briggs Type Indicator Practitioner
  • Operational business analysis
  • Operations process improvement and re-engineering
Open House hours: Monday, 10:00 am—12:00 noon (CST)


Jennifer Macintosh

Jennifer MacIntosh
Okas Consulting
1596 Century Rd.
Ottawa, ON K0A 2E0
Canada
613/692-9053
jennifer.macintosh@okas-consulting.com
www.okas-consulting.com
Twitter: @okasconsulting
Facebook: www.facebook.com/okasconsulting

Areas of expertise:
  • Customer Experience strategy & development
  • Business Intelligence – metrics, kpis and analytics
  • Knowledge Centered Support (KCS) – training and consulting
  • Online services, knowledge-base, communities & social support
  • Process improvement initiatives
  • Tool selection and implementation
Open House hours: Monday, 12:00 pm—1:00 pm (EST)


Kristin Robertson

Kristin Robertson
KR Consulting
604 Saddlebrook Drive
Colleyville, TX 76034
krisrob@krconsulting.com
www.krconsulting.com

Areas of expertise:
  • Knowledge-Centered Support—training and consulting
  • Support Center assessment and certification
  • Executive coach for support center directors
  • Process improvement initiatives
  • Creating a positive work culture in Support Centers
Open House hours: Friday, 11:00 am—12:00 noon (CST)


Sid Saleh

Sid Saleh
ServicesRevenue
320 Hess Avenue
Golden, CO 80401
720/746-1900
www.servicesrevenue.com

Areas of expertise:
  • Customer needs analysis to improve renewal rates
  • Service negotiations and competitive benchmarks
Open House hours: Friday, 10:00 am—12:00 noon (MST)


MM Sathyanarayan

M.M. "Sath" Sathyanarayan
President
Global Development Consulting, Inc.
408/865-0474
sath@OffshoringSuccess.com
www.OffshoringSuccess.com

Areas of expertise:
  • Offshore outsourcing strategy — determine feasibility, develop roadmap
  • Offshore vendor selection
  • Offshore audits
  • Workshops on managing support relationships
  • Coaching on offshoring issues
Open House hours: Monday, 9:00—10:00 am (PST)


Mary Schmidt

Mary Schmidt
Principal & CEO
Marketing Troubleshooter LLC
505/856-2551
mary@maryschmidt.com
www.maryschmidt.com

Areas of expertise:
  • Social Media For Service & Support
  • Writing and managing social media SLAs
  • Incorporating social media support into custom Statements of Work
  • Building & managing the business case for "social support"
  • Fine-tuning your existing social media support for better results, less insanity
Open House hours: Tuesday, 11:00—noon (MST)


Colin Taylor

Colin Taylor
Chairman & CEO
The Taylor Reach Group
19 Mercer Street, #302
Toronto, ON, M5V 1H2 Canada
416/979-8692 x200
ctaylor@thetaylorreachgroup.com
www.thetaylorreachgroup.com

Areas of expertise:
  • Strategic Planning, Operational Design, Planning and Management
  • Team Bulding – Reaching for Excellence
  • Process Mapping and Design
  • Leveraging emerging Contact Center technologies
  • Site Selection/ Contact Center builds
  • Customer Service, Technical Support
  • CRM, Loyalty programs
  • North American and International experience
  • Experience operating internal and outsource contact centers
Open House hours: Tuesday, 2:00—4:00 pm (EST)


Françoise Tourniaire

Françoise Tourniaire
Principal
FT Works
71 Cody Lane
Los Altos, CA 94022
650/559-9826
FT@ftworks.com
www.ftworks.com

Areas of expertise:
  • Support center audits
  • Packaging and selling support services
  • Support process definition
  • Training and coaching for support staff
  • Tool selection and implementation
  • Support metrics
Open House hours: Monday, 8:00—9:00 am (PST)


Jeanne Urich

Jeanne Urich
Management Consultant
SPI Research
25 Boroughwood Place
Hillsborough, CA 94010
650/342-4690
jeanne.urich@spiresearch.com
www.spiresearch.com

Areas of expertise:
  • Professional services management and strategy
  • Helping clients move from product-centric to services-centric marketing
  • Financial metrics
Open House hours: tbd


Fred van Bennekom

Fred Van Bennekom
Principal
Great Brook Consulting
421 Main Street
Bolton, MA 01740
978/779-6312
www.greatbrook.com
www.greatbrook.com/contact_us.htm

Areas of expertise:
  • Design for supportability
  • Customer survey assistance
Open House hours: Monday, 2:00—4:00 pm (EST)


Phil Verghis

Phil Verghis
CEO
The Verghis Group
Box 123, 1770 Massachusetts Avenue
Cambridge, MA 02140-2808
617/395-6613
phil@verghisgroup.com
www.verghisgroup.com/about/testimonials/

Areas of expertise:
  • Service & support assessments
  • Training and coaching
  • Outcome-based support metrics
  • Software as a Service optimization
  • Integrating social media across the company
  • Knowledge Management (KCS V5) training and implementation
  • Facilitation and keynotes/talks
  • Global support, outsourcing and offshoring decisions
Open House hours: www.tungle.me/philverghis