Noted Business Author Launches Training and Consulting Firm for Customer Contact Environments

Acuity Learning Group provides interventional, bootcamp-style training workshops that measurably change service performance, morale and turnover. Acuity's training products serve front-line, supervisory and leadership teams at all levels of a customer contact environment.

July, 2003 -- Rich Gallagher, an experienced customer service and support executive who has become one of the fields most widely published book authors over the past decade, has launched a training and consulting firm designed to produce measurable performance improvement in customer contact environments of all sizes.

The Acuity Learning Group represents a departure from traditional soft skills" training firms. They offer interventional, bootcamp-style programs designed to create permanent, measurable and self-sustaining improvements in key metrics of service delivery and leadership. This methodology has produced substantial results in leading organizations such as Cornell University, NEC and others, and is currently being used as part of a performance research project at one of Americas leading support outsourcing operations.

According to Gallagher, Acuitys approach is a short-term, results based program whose focus on the 'mechanics of customer contact operations has consistently created substantial and sometimes dramatic improvements in customer satisfaction scores, morale, turnover and performance -- and the key is our intensive training and follow-up methodology."

Acuity will also provide management and operational consulting services for customer contact environments, as well as a suite of e-learning courseware starting in Fall 2003.

Acuity founder Rich Gallagher is a veteran of over 25 years in the software industry, and has trained thousands of participants in his unique style of customer interaction and management techniques. His management experience includes helping to lead one West Coast software startup to become a major NASDAQ firm as its director of customer services, and later leading another major 24x7 technical support center to near-perfect customer satisfaction ratings and near-zero turnover.

Richs five nationally-published books include the recent business bestseller The Soul of an Organization, Effective Software Customer Support, one of the first major texts on managing a software support operation, Smile Training Isnt Enough, a selection of the Executive Program Book Club, and Delivering Legendary Customer Service. He is widely published in the business trade press, a veteran of numerous speaking engagements and media appearances, and has developed training materials for Fortune 500 corporations, Dale Carnegie and others.

For more information about the Acuity Learning Groups products and services, please contact:

Acuity Learning Group
PO Box 4023, Ithaca, NY 14852-4023
Phone: 607-564-9878, E-mail: info@acuitylearninggroup.com
http://www.acuitylearninggroup.com