Consultants Open House

	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: Strategy, process, people (personnel & organization) and technology for customer support/service groups. Open House hours: Friday, 11:00 am—12:00 noon (PST)
	George Dale CEO The BCT Group (Business, Communities & Technologies Group) Chelan, WA georged@thebctgroup.com www.thebctgroup.com Areas of expertise: Start-up and existing call center operations, design, and process improvement Professional request for proposals (RFP) written for outsourcing, and all call center equipment and software implementations Built call centers and BPO solutions world wide Site selection Customer satisfaction and retention solutions Customer service / telesales outbound B2B Strategic planning, management and operational design Open House hours: Monday, 9:00 am—5:00 pm (PST)
	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)
	Rick Kilton Principal RWK Enterprises, Inc. Box 1809 Lyons, CO 80540 303/823-6448 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)
	Darci Moore Partner Adroit Consulting 400 Skokie Blvd, #430 Northbrook, IL 60062 847/504-0990 dmoore@adroitconsulting.com www.adroitconsulting.com Areas of expertise: Identifying and providing customer-focused solutions Operational improvement for mid-sized companies CRM/contact center integration Open House hours: Tuesday, 9:00 am—5:00 pm (CST)
	Kristin Robertson KR Consulting 604 Saddlebrook Drive Colleyville, TX 76034 krisrob@krconsulting.com www.krconsulting.com Areas of expertise: Support Center assessment and certification Process improvement initiatives Customer Relationship Management tools: selection and implementation Creating a positive working environment in Support Centers Open House hours: Friday, 11:00 am—12:00 noon (CST)
	Sid Saleh Center for Services Marketing 4450 Arapahoe Avenue, #100 Boulder, CO 80303 720/304-2134 sid@csmhub.com Areas of expertise: Pricing models and metrics Service marketing tools Customer needs analysis Service profitability Price optimization Service bundle development Open House hours: Friday, 10:00 am—12:00 noon (MST)
	Colin Taylor President & CEO The Taylor Reach Group 53 Todd Rd. Ajax ON, L1T 4C6 Canada 416/712-0827 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)
	Haim Toeg Principal Toeg Consulting 1900 E. Ocean Blvd., #612 Long Beach, CA 90802 949/528-6341 haim.toeg@toeg-consulting.com www.toeg-consulting.com Areas of expertise: Delivery of service globally Support for enterprise / corporate customers Strategy and program development Process improvement and quality programs Organizational structure, objectives and incentive plans and people development Management coaching and mentoring Development of comprehensive customer survey methodoloy Open House hours: Tuesday, 9:00—10:00 am (PST)
	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 Management Consultant Jurich.biz 25 Boroughwood Pl. Hillsborough, CA 94010 650/342-4690 jurich@jurich.biz www.adexta.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 Principal Great Brook Consulting 421 Main Street Bolton, MA 01740 978/779-6312 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 President The Verghis Group Box 123, 1770 Massachusetts Ave. Cambridge, MA 02140-2808 617/395-6613 phil@verghisgroup.com www.verghisgroup.com/services.html Areas of expertise: Delivering service around the world Follow the sun technical support Outsourcing and offshoring as part of an overall global service delivery portfolio Complex/proprietary support—high complexity, low volume Optimization/consolidation of multiple support sites Support metrics Pre- and post-merger and acquisition support Open House hours: Wednesday, 11:00 am—12:00 noon (EST)