Support Center Assessment/Review, Process Improvement Projects, Management Training, Consulting
Company 360
Revenues:
Installed Base:
100+
Employees:
<10
Deployment:
both
Customer References
Ontario Systems, Sage Software, NetIQ, Johnson Controls, SimplexGrinnell, and others
John Ragsdale Commentary
Support industry author and guru Dave Brown founded Support Center University in 2001, with a vision of providing high-quality training and process improvement services
to technology companies. Active SSPA members likely know Dave Brown already as a frequent contributor to SSPA newsletters and for his popular sessions at SSPA conferences.
With over 30 years of industry experience, Dave and team offer support center assessments and consulting services for support center performance improvements, staffing
models and alternative support models.
Functional Coverage
eService
Web Collaboration
Proactive Chat
Email Response Management
Agent Knowledgebase
Agent Diagnostic Tools
Customer Knowledgebase
Customer Self-Service Problem Diagnostic/Self-Healing
