"Our mission is to improve the connection between companies and their customers ."
Paul Kowal, President
Kowal & Associates, Inc. provides
a variety of contact center consulting
services, from strategic planning to in-the-trenches implementation.
Our clients consider us an integral part of their marketing team
because we help them implement the solutions we recommend. We also
educate our clients about both current and cutting-edge technologies,
such as speech recognition, workforce management, and e-care applications.
Our specialty is the
design, implementation, and management of remote
call monitoring programs to improve the quality of call interaction
in both in-house and out-sourced contact centers. We've been actively
working on call quality for over 15 years.
Because we recognize
the value of in-depth, long-term relation-ships, we focus on a few
select clients at a time and work to understand
and meet their ever-changing needs.
to our brief, monthly e-zine at no cost or obligation.