MSPs looking for better ways to evaluate and upskill their technicians now have a new resource in Total Seminars. The company was long known for its CompTIA certification training led by founder Mike Meyers. Now, it has introduced a patent-pending AI platform designed to handle technician training specifically for MSPs.
The new solution analyzes help-desk tickets, scores technician performance, and delivers real-time, objective feedback. The goal is to help service providers improve customer satisfaction and operational efficiency.
“Every MSP has tickets and techs,” Total Seminars CEO Gabe Schrade told ChannelPro. “Our services are built around intelligence of those tickets and the training of those techs using tickets.”
Turning Help Desk Chaos Into Opportunity
Total Seminars’ new AI-based help-desk simulator transforms routine tickets into a training and assessment engine. The system uses a proprietary evaluation framework to assess technician interactions. This provides feedback that’s consistent, quantifiable, and entirely objective, Schrade explained.
“Most technicians are not as profitable and do not provide the same level of customer service as an owner would, but there is no way to provide feedback that is objective. What we’ve created is custom AI systems in our help-desk simulator that deliver systematic feedback for every ticket, every time.”
The company’s patent-pending simulator relies on custom-built AI and proprietary rubrics to evaluate technician performance. Rather than introducing a new dataset, it standardizes and quantifies how feedback is delivered. This ensures consistency and objectivity.
Beyond standardization, the platform quantifies technician performance over time. MSPs can benchmark competencies and track improvements by quarter or year.
“We’re providing root-cause specificity,” Schrade emphasized. “You can see the competency of your techs for networking issues, different than for computer-performance issues, different than from cloud-sharing issues. These are never-before-possible insights.”
Built on Experience and Reinvention
Total Seminars’ legacy is in certification training — books, video courses, and labs. The company’s new direction came out of necessity and first-hand discovery.
“Frankly, I got left at the altar,” Schrade admitted. “We wanted to launch a training program for new hires at MSPs. Two weeks before launch, our partner left us, so we had to decide whether to cancel or build it on the fly.”
Determined to deliver, Schrade dove into the MSP world himself. This process taught him what frontline techs face daily.
“I decided I was going to figure out how to be a Tier 1 tech so I could build this program,” he said. “In the process, I realized IT training had a big gap. The job requires customer service and technical troubleshooting, and doing it quickly so the MSP can stay afloat.”
That insight inspired a new kind of solution, one that unites technical, behavioral, and operational feedback into a single AI-powered platform.
“It’s built on the strength of giants like Mike Meyers and the founders. But this is new,” Schrade noted. “It’s for MSPs today, where they live.”
Putting AI Training on Tour
Now, Schrade is taking that message on the road, literally and figuratively. “We’re going to be at every show. You’re going to see me on LinkedIn Live every day. There are 42 different Tier 1 issues we’ve scenarioed, and I’m going to do one every day for two hours on LinkedIn Live. People are going to see the simulator in action.”
His enthusiasm is fueled by what he calls “the great awakening for MSPs.” He described it as a movement to help providers turn everyday service interactions into measurable business intelligence. “MSPs need help, the customers need good service. We’re here for both.”
Positive Reception in the Channel
So far, MSPs have responded with excitement and enthusiasm to the opportunity, Schrade said. With its new platform, Total Seminars aims to bring it to even more service providers across the country. This will help them elevate technician performance, improve customer experience, and grow more profitably.
As AI reshapes the service desk, MSPs who embrace data-driven training will be better positioned to scale, satisfy, and succeed.
Anjali Fluker is senior channel editor for The ChannelPro Network, where she covers news, trends, and best practices for the MSP community. She specializes in telling the stories that matter to IT providers serving the SMB market. When she’s not reporting on the latest in managed services, she’s connecting with channel pros at industry events across the country.
Images: Anjali Fluker/ChannelPro, Total Seminars via LinkedIn
