Excellent idea. Where are you doing this? If its in NYC I can help work on this. Topics 1. Cost v efficiency v customer satisfaction triumvirate 2. Do you use Customer support as a cost center or lead in to future customers 3. Online FAQ,wiki,guide content readability 4. What metrics are customer support people incentivized on, how can they be optimized for the specific business 5. B2B customer support vs B2C 6. Is there a feedback mechanism to either product or sales