G.P. Paul Kowal is President of Kowal & Associates, Inc., a leading customer service consulting firm whose mission since 1988 has been “to improve the connection between companies and their customers.” Kowal & Associates was one of the first con- sulting firms in the country to adopt the contact center as its focus. For over 20 years, under Paul’s leadership, the firm has been helping clients in a variety of industries to maximize the effectiveness of their multi-channel customer contact strategies. Kowal & Associates’ consulting specialties fall into three areas:
• outsourcing strategy and execution,
• call quality assessment and improvement, and
• interactive voice response systems.
Prior to founding Kowal & Associates, Paul founded a full-service database marketing agency, Boston Direct, which he built for two years before moving into consulting. He previously gained customer service, advertising and marketing experience at an airline, telemarketing service bureau, two advertising agencies and a pioneering database marketing agency, as well as two consumer packaged goods firms. He has been the lead consultant to Fortune 100 companies regarding customer service for a variety of well-known brands, and has designed and executed promotion and support strategies for the largest packaged goods product in the world. He has given seminars on teleservices throughout the country, and consulted in both Canada and Japan. His articles have appeared in numerous industry-specific journals as well as more general magazines, such as Entrepreneur and Parents. He has been quoted in many newspapers, including the New York Times, Wall Street Journal, USA Today, and even the National Enquirer, and has appeared nationally on NBC-TV and National Public Radio (NPR).
Paul is a professional member of the National Speakers Association and formerly on the Board of its New England Chapter. Paul is also a member of several call center-related professional associations, including the Society of Consumer Affairs Professionals, the International Customer Service Association, the Society of Workforce Planning Professionals, the Association of Support Professionals, and the American Teleservices Association. He belongs to the leading speech recognition developers’ association, the Applied Voice Input-Output Society.