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Monday 9am - 5:30pm Tuesday 9am - 5:30pm Wednesday 9am - 5:30pm Thursday 9am - 5:30pm Friday 9am - 5:30pm

SGSA Limited

Supporting the Service Industry Headquartered in St.

Albans, Hertfordshire, SGSA supports the service industry by providing career development for support and service employees and the creation and sharing of best practices for the industry. Divested from a Pro-Cubed UK Limited business unit in 2007, the company has maintained the close relationship with Services Strategies Corporation, San Diego, that was first established by Pro-Cubed UK in 2002.

SGSA is the preferred partner for Service Strategies in Europe, the Middle East and Africa and resells the Service Capability & Performance (SCP) Standards.

19/05/2023

We completed another Support Supervisor class yesterday. Ten students attended from countries including South Africa, India, Ireland, Romania and Spain. Here are two of the comments emailed to us after the class...

"Thank you, Steve, for an excellent presentation and for being open to listen to each participant. Thank you for all of the great advice, this I will definitely take with me into the workplace".

"This is the best training experience I ever had. Thank you Steve!"

Our Q3 class dates have recently been published to https://sgsa.com/calendar/

24/10/2022

📣 Speaker announcement!

We are delighted to announce Matt Seaman will be speaking at our SGSA Executive Forum on the 10th November.

Today’s complex environments and increased expectations require a new approach to collaboration. Consortium Members have had great success untangling traditional tiers of support in knowledge-intensive environments by evolving workflow to connect work directly to the right resources, and when people need help solving problems, making it easy for them to collaborate. This Intelligent Swarming approach leverages the collective expertise of your team.

Matt will share the experience and benefits Consortium Members are seeing by implementing Intelligent Swarming, describe the three practices of Connect, Collaborate, and Recognize that make up an Intelligent Swarming system, and offer resources to begin your own Intelligent Swarming journey.

The forum is the perfect event for senior B2B technical support professionals to network with their peers and share ideas.

Find out more and register online at:
https://sgsa.com/forum/

Alternatively, contact us at ☎️+44 172 753-0188 or ✉️[email protected]

20/10/2022

📣 Speaker announcement!

We are delighted to announce Gero Keil & Hanna Kleinings will be speaking at our SGSA Executive Forum on the 10th November.

Artificial Intelligence is everywhere. It’s part of everyone’s daily life, whether you realize it or not. AI is baked into almost every consumer software product, and yet only a small subset of software companies use AI for their support operations. This is because building robust AI models that are capable of solving critical business needs is hard, requires significant engineering time and multiple iterations. So implementing the technology can take a long time. And, as internal AI expertise is often scarce, technical support typically misses out on the benefits because it is at the back of the queue for AI resources.

But it doesn’t have to be this way. The Levity team will share how AI-powered customer support can enable anyone to develop deeper insights and build a better user experience through No-Code sentiment analysis, urgency detection, prioritization and topic categorization. Learn how this technology has the potential to shift the way customer support is delivered in your organization.

The forum is the perfect event for senior B2B technical support professionals to network with their peers and share ideas.

Find out more and register online at:
https://sgsa.com/forum/

Alternatively, contact us at ☎️+44 172 753-0188 or ✉️[email protected]

19/10/2022

📣 Speaker announcement!

We are delighted to announce Nik Jowett will be speaking at our SGSA Executive Forum on the 10th November.

Verint embarked on a multi-year journey to unify its support organization by leveraging Service Strategies’ Service Capability & Performance (SCP) Support and eService standards. Specific goals for the program were to unify and align multiple teams, brought together through multiple acquisitions, into a single consolidated set of consistent documented processes leveraging best practices as defined by the SCP standards, and making key enhancements to its Customer portal, Knowledge Management and Case Management systems.

Hear about how we implemented the program including the pitfalls, the successes, and how the journey ultimately enhances our customers’ experience and facilitates our delivery of best in class Customer Support.

The forum is the perfect event for senior B2B technical support professionals to network with their peers and share ideas.

Find out more and register online at:
https://sgsa.com/forum/

Alternatively, contact us at ☎️+44 172 753-0188 or ✉️[email protected]

18/10/2022

📣Speaker announcement!

We are delighted to announce Don Schueler will be speaking at our SGSA Executive Forum on the 10th November.

The support software market is flooded with numerous AI solutions. New solutions are announced daily. These new technologies are targeted to the B2C, B2B and internal support worlds. They can have major positive impacts on the Customer Experience, and drive efficiencies for support and service organizations. However, the effectiveness of these technologies varies widely. So, picking the tools that best fits into your support software stack is critical.

Picking the right solution and installing it is seldom enough. Many support organizations find that they must upgrade their approaches to knowledge management, case resolution and case intake processes to fully take advantage of the new AI capabilities. AI also brings positive and negatives to support organizations needing multi-lingual capabilities.

Don will outline his recent experience architecting and implementing AI based improvements for Chat, Chatbot, IVR support channels for employee benefits provider supporting over 25 million B2C consumer clients.

The forum is the perfect event for senior B2B technical support professionals to network with their peers and share ideas.

Find out more and register online at:
https://sgsa.com/forum/

Alternatively, contact us at ☎️+44 172 753-0188 or ✉️[email protected]

14/09/2022

We are looking for technical support executives and industry experts to speak at our SGSA Executive Forum at the Marriott Heathrow Windsor Hotel on 10th November. This is a great opportunity for you to showcase your company’s innovative use of technology, processes, knowledge or people programmes in the B2B Technical Support industry.

Interested? Send me a message or email [email protected].

16/08/2022

STUDENT FEEDBACK FROM OUR VIRTUAL SUPPORT MANAGER CLASS:

"Steve was amazing as instructor - the examples made us relate and engrave the suggestions. The breakout rooms & case studies made us gain the confidence in defining strategies."

18/07/2022

STUDENT FEEDBACK FROM OUR VIRTUAL SUPPORT SUPERVISOR CLASS:

"The topics covered during the course periods were really great and Steve's way of presenting the lecture is very interesting and engaging."

20/06/2022

STUDENT FEEDBACK FROM OUR VIRTUAL SUPPORT PROFESSIONAL CLASS:

"Very informative class and brilliantly presented by our class tutor (Julie Taylor). I am looking forward to personally taking part in other classes and have provided feedback to my managers, as i feel the Support Professional Class will be a huge benefit to my colleagues."

13/04/2022

STUDENT FEEDBACK FROM OUR VIRTUAL SUPPORT SUPERVISOR CLASS:

"It was a great training course for me. Steve was great teacher and he taught us a lot of things not only the things on the course book sometimes from his past experience and story helped us understanding the situation. Thank you for your great teaching."

Address

Arquen House, 4/6 Spicer Street
Saint Albans
AL34PQ

Opening Hours

Monday	9am - 5:30pm
Tuesday	9am - 5:30pm
Wednesday	9am - 5:30pm
Thursday	9am - 5:30pm
Friday	9am - 5:30pm

Website

http://www.sgsa.com/

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