Wendy Fowler is a seasoned industry expert with 27 years of broad contact center experience with an emphasis on workforce management and quality management. Wendy has a proven track record of implementing and reengineering workforce management and quality management programs for companies of all sizes and across a variety of industries.
Wendy has been helping organizations improve performance by providing expert analysis, feedback and actionable solutions to make improvements in such areas as: Customer Satisfaction, Quality Assurance, Workforce Management, Call Routing, Contact Center Design, Employee Retention, Recruiting and Hiring, Training & Development and Performance Management.
Wendy is also a guest speaker at many industry events for such contact center forums as ICMI, NECCF and SWPP.
She has a passion for Customer Service and a talent for being able to identify opportunities quickly within an organization and provide the necessary design to make cost-effective, data driven change that have proven to improve efficiencies, customer satisfaction and quality.