Strategy, Project Management, Business Process Improvement, Improving Customer Satisfaction, Reducing Support Costs, Change Management, Workforce Development, Critical Thinking Skills
Innovation in Customer Experience
Company 360
Revenues:
Installed Base:
500+
Employees:
300
Deployment:
Both
Customer References
Lockheed Martin, Honda Motor Company, Johnson & Johnson, Nokia Mobile Phones, Siemens, J.P. Morgan Chase & Company, ExxonMobil, American Express, Cisco, EDS, Oracle, Sun Microsystems
John Ragsdale Commentary
Kepner–Tregoe founders Dr. Charles Kepner and Dr. Benjamin Tregoe began doing research on thought and decision processes in the 50s, and KT has emerged as a leader in the training industry, specializing in training on problem solving and decision making. The company’s reach now encompasses organizational design, research, and practice, and they continue to emphasize streamlining and optimizing decisioning, including problem diagnostics and resolution. The KT ResolveSM process has been adopted by many large tech support operations, including multiple SSPA members.
Functional Coverage
eService
Web Collaboration
Proactive Chat
Email Response Management
Agent Knowledgebase
Agent Diagnostic Tools
Customer Knowledgebase
Customer Self-Service Problem Diagnostic/Self-Healing
