Whether you are starting an
internal help desk from scratch,
reviving one, or seeking to take it to the next level with state of
the art tools and procedures, this list will help you find
professionals who can assist. Many of them offer free resources on their web pages.
Disclaimer: Phil Verghis, the creator and producer of this FAQ has incorporated a consulting firm, and authored a book titled 'The Ultimate Customer Support Executive' which talks about earning respect then demanding respect on behalf of your customers. There is even a blog...
http://www.verghisgroup.com
Aldo Ventures, Inc.
avron@aldo.com
|
Specializes in software systems for call centers and on
"knowledge sharing" technology.
|
Apex IT, Inc.
http://www.apexit.com
|
Specializes in providing complete Customer Relationship Management
solutions to business committed to developing, managing, and maintaining solid
relationships with each of their customers.
|
Bentley Company
http://www.bentleyco.com/
|
Is a consulting organization specializing in the service and support
industry.
|
Barnhill Associates,
Inc.
|
Specializes in turnkey help desk and call center solutions including
call tracking, knowledge base, CTI, and networking.
|
http://www.thebradygroup.com
|
Are independent Call Center and Customer Service consultants since
1974.
|
| http://www.callcenterdepot.com
|
Are a certified Call Center
Auditing practice.
|
http://www.ccoptimizers.com/
|
Call Center Optimizers provides consultants on call center and
help desk
projects.
|
Computer Aid, Inc.
http:// www.compaid.com
|
They specialize in creating and enhancing the strategic Help Desk
functions for their customers.
|
Computer Network Consultants
312-836-4410.
|
Provides outsourced call center and help desk services and network and
system consulting services.
|
Corporate Software
& Technology, Inc.
|
Offers an Operational Support Assessment, which evaluates and benchmarks your
support operation.
|
http://www.customerfocusinc.com
|
Is a customer service training company used by customer-centered
companies to improve customer satisfaction and to implement customer loyalty programs.
|
Eliot & Associates
LanceEliot@aol.com
|
Concentrates on Help Desk consulting.
|
Enge & Associates
http://www.enge.com
|
Provides consulting, training, systems integration, and outsourcing to
improve support processes.
|
Entex's Professional Services Organization
http://www.entex.com
|
Specializes in consulting, migration, and technology deployment services.
|
Formula 1 Technologies
http://www.form1.com
|
Specializes in the administration of Customer Support web sites on an
outsourced basis. They also provide traditional telephone and e-mail support.
|
Goldberg & Associates
sgoldberg@sprint.ca
|
Has a presentation that defines the best practices in achieving
superior performance.
|
Timothy Hartwell
www.destinyglobalseminars.com |
specializes in customer service
seminars
|
GreyMatter Inc.
http://www.voght.com/cgi-bin/
pywiki?GreyMatte
|
Provides advanced knowledge management services for the helpdesk,
focusing on audits, knowledge sharing, customized ontologies and pattern languages.
|
Help Desk Solutions, Inc.
http://www.helpdesksolutions.com
|
Provides consulting to the customer support industry.
http://www.helpdesksolutions.com
|
High Tech High Touch Solutions, Inc. http://www.hthts.com
|
Is a vendor-neutral, call center and help desk full-service
organization. They also provide temporary staffing.
|
Hyperion Associates, Inc.
http://www.hyperionai.com
|
Specializes in design and reengineering projects, technology
requirements analysis, staffing issues and implementation projects.
|
IMCI Technologies
http://www.imcihome.com/
|
Specializes in help desk and network management consulting.
|
Integrity Support Consulting,
http://www.integrity.com
|
Is a regionally (US West Coast) focused firm. Specializes in Help Desk
and Customer Service Process and Technology.
|
Interim Technology Staffing Solutions Group
http://www.interim.com/technology
|
Specializes in Help Desk Optimization Analysis, Design, Implementation
and Operation. Interim also provides technical personnel.
|
Keith Consulting Group
fkeith@mindspring.com.
|
Specializes in Help Desk, Call Center and Telecommunications.
|
KnowledgeSoft
http://www.knowledgesoft.com
|
KnowledgeSoft's Professional Services division provides
consulting to organizations looking to implement an internal help desk.
|
Knowledge Networks
http://www.knownet.com
|
Offers service systems integration & implementation including call-tracking,
bug-tracking, knowledge bases.
|
KR Consulting
krisrob@krconsulting.com
|
Helps Technical Support groups and Help Desks through process
improvement, technology solutions selection, organizational development and customer
service skills training.
|
Leveraged Technology
http://www.lev-tech.com/
|
Provides help desk setup, process consulting, and SLA development
services to clients throughout the U.S.and Canada.
|
Mikael Blaisdell & Associates
www.mblaisdell.com
|
Is a consulting group specializing in building and optimizing customer
support/service and help desk operations.
|
| nanoDesk
technologies, inc. |
specializes in help desk outsourcing and consulting.. |
North
Highland
|
has offerings to help every area of
your enterprise
|
Sceptre Advanced Business Solutions
http://www.sceptreabs.com
|
Provides sales, consulting and training. Specializes in SupportMagic
from Network Associates (NAI).
|
Services Management Consulting Group, Inc. (800) 636-7463
|
Specializes in help desk and call center consulting. They assess
current environments and recommend solutions.
|
ServiceWare Inc.
http://www.serviceware.com
|
Offers Help Desk consulting, specializing in developing custom
knowledge bases and online documentation systems.
|
SIRIUS3
http://www.sirius3.com/
|
Offers on-site Help Desk courses.
|
SSDS, Inc.
http://www.ssds.com/
|
Provides process design, tool selection, and implementation and
integration for help desks.
|
Support Performance
http://www.supportperformance.com/
|
Provides tools and services for the
unbiased measurement of support services
|
Support Technologies, Inc.
http://www.support
technologies.com
|
Provides comprehensive Help Desk consulting
services
|
Switch International
Switchsa@earthlink.net
|
Specializes in Remedy consulting and recruitment.
|
Trident Data Systems
http://www.tds.com
|
Is a consulting and systems integration company where HelpDesks have
been the core of their business for 20 years.
|
Accenture's (formerly Anderson Consulting) Customer Relationship Management
group helps with identifying, attracting and retaining the best customers to generate
profitable revenue growth
http://www.accenture.com
ALESYS is a learning effectiveness organization specializing in improving the
way employees and managers learn to perform their jobs. They develop customized training
in many formats and offer professional development for those who train or coach job
performance. Contact Marnie Feasel at http://www.alesys.com
Deloitte and Touche has a group called Information Management that can help
with support issues. http://www.dttus.com
ECS, a subsidiary of Excell Global Services, provides domestic and
international call center consulting solutions. Providing call center solutions across a
spectrum of industries, Excell assists companies to focus its direction towards delivering
world class performance. http://www.ExcellConsulting.com
Inventa provides professional services strategies and systems for Internet
business. http://www.inventa.com
Keane-CRM is the Customer Relationship Management practice of Keane, Inc. They
implement CRM solutions for their clientele, and builds bolt-on products for the CRM
software packages offered by various vendors. http://www.fourthtier.com or (310) 335-1490.
KPMG Peat Marwick LLP has a group called Performance Improvement Services
that provides call center and help desk consulting. Contact James Condon at (703) 917-6787.
LaBounty and Associates is an independent management consulting company
focused on the growing field of customer support services. Contact Char LaBounty at (303)
660-5994 or at CLaBounty@compuserve.com.
Logical Process Corporation - provides Help Desk, Call Centre and Field
Service Business Process Engineering Services; Management/Frontline Employee Training and
Workshops; as well as Strategy Development and Competitive Analysis for the Support
Services industry. Contact: http://www.logicalprocess.com
or (416) 410.7266
TechTeam offers Network Design Services, Enterprise Messaging Services,
Intranet Services, and more. They focus not only on technology, but on how technology can
contribute to your overall business goals and increase productivity throughout your
enterprise. Contact: http://www.techteam.com
Origin B.V. provides the full spectrum of information technology services for
global corporations and other complex organisations through operations in 31 countries
around the world. Their services include consulting on processes (like ITIL), help desk
implementations, process-auditing & outsourcing. Contact http://www.origin-it.com/
Pink Elephant offers a wide range of services such as consultancy, training
and service management. They do quite a lot of work with ITIL http://www.pink.co.uk/
- The Verghis Group (producer of this FAQ) believes that for the right clients, we can add significant
value to your corporation with minimal cost impact by offering a comprehensive
look at issues from a customer's point of view. Specializing in global customers, multi-site customers, complex or proprietary technical support.
http://www.verghisgroup.com
- Promentis Solutionsprovides management consulting services to managers and
executives of organizations that deliver mission-critical support. Contact: http://www.promentis.com/
- The Robert Frances Group (RFG) provides timely research and advice to Global
2000 and mid-market executives who require a business-oriented view of the information
technology (IT) marketplace. Contact: http://rfgonline.com/
The Vanguard Communications Group is a consulting firm specializing in call
centers. They have offices in the United States, Australia and New Zealand.
Contact: http://www.vanguard.net
The Verity Group (Los Angeles and London) a full service management consulting
firm that specializes in benchmarking, process reengineering, and strategy development for
the help desk and call center industries. Contact http://www.veritygroup.com/
