Paul Kowal is founder and President of Kowal
& Associates, Inc., and since 1988 has led this respected contact center consulting firm to help Fortune 500 clients maximize the effectiveness
of their multi-channel customer contact strategies .
Paul has over 25 years of customer service, advertising and marketing experience. He’s the co-author of Enabling Self-Service Using IVR Speech Recognition and the upcoming Mission Possible! and Getting in Bed with your Customers. He has appeared on NBC TV stations across the country, been a guest on National Public Radio, and been quoted in many newspapers and magazines, including the New York Times, USA Today, the Wall Street Journal and
even the National Enquirer!
He has designed and executed customer support strategies for the largest packaged goods producer in the world. In addition, he has launched successful advertising, telemarketing and direct mail programs for both Business- and Consumer-focused companies. He is a popular speaker at conferences both in the US and abroad, and is a professional member of the National Speakers Association.
is also a member of the American Teleservices Association (ATA)
and its Inbound Steering
Committee and Compliance Officers Forum;
the Society of Consumer Affairs Professionals (SOCAP);
the Society of Workforce Planning Professionals (SWPP); the International
Customer Service Association (ICSA); and the Applied Voice Input-Output
Society (AVIOS). He is on the faculty of the Call Center College
of Excellence. He received a BA from Amherst College and an
MBA from the Harvard Business School. He can be reached at