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)
	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 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)
	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)
	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 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)
	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)
	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 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 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 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 President The Verghis Group Box 123, 1770 Massachusetts Avenue 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)