| Paul Kowal, president and founder of Kowal Associates, is a leading contact center consultant to Fortune 500 companies, focusing on customer service strategy, quality monitoring, Interactive Voice Response, security, and speech recognition technology implementation. A graduate of the Harvard Business School's MBA program, he has over 25 years experience in the industry working directly with business owners and decision makers. At present he's contributing his expertise to a forthcoming book, sponsored in part by AT&T. |
