The heart of a successful customer support operation is the 'process model'.Most companies outgrow their support models at some point, but don't realize it.Support costs continue to rise and/or performance continues to decline.Many companies try to improve by focusing on staff productivity metrics and/or by adding new technology, but they never really achieve the desired improvement.To be truly efficient, an operation must have solid processes as the foundation.Dave Brown understands 'process' and he is able to evaluate support operations, sorting through the symptoms to identify root causes.Dave Brown is recognized as an industry leader in process definition and staffing model design and implementation.