It's nice to meet you
Our team of professionals bring expertise and innovation to your enterprise.
Our team possesses deep functional expertise in knowledge management, customer service and the support industry, ranging from large worldwide and enterprise contact centers to internal help desk operations, including client/constituent facing web self-service. We are also masters at business process redesign and automation, which is essential to making knowledge work.
Our specialists have written numerous whitepapers on the subjects of knowledge management, content, technology, and self-service.
Ask us if you're interested in learning more.
With industry experience and certifications in various aspects of customer service and knowledge management, you are in capable hands.
Melissa brings more than 25 years of customer service, client success, project management, web development, and process mapping experience. She has extensive expertise in the area of knowledge management in small, medium and large size contact centers (both commercial and public sector). Melissa has built and run a knowledge management consulting practice (twice) focused on assessing, training, and delivering on KM best practices to our clients regardless of platform. Melissa is Knowledge Centered Support (KCS®) v5 & v6 Practices certified, Coveo Platform Administration certified, Oracle Service Cloud 2016 certified, and Oracle KA trained.
Senior Consulting Manager
Terri brings nearly 15 years of experience as a project manager, business analyst, solution consultant, and client success manager. Her unique focus is on proactive, and highly effective customer engagement with Knowledge Management at its core. Terri’s expertise is understanding the impact your business has on your customer’s journey and how you can proactively influence conversion, revenue, and brand loyalty by leveraging CRM solutions. Terri’s work reaches beyond the technology to help clients establish an infrastructure of human resources, governance, and performance measurement to effectively support a CRM program. Terri is a Project Management Professional (PMP), KCS® Practices v6 certified, and Oracle Service Cloud 2016 certified.