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 – more... 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.
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