Wendy Fowler

Wendy has a passion for Customer Service and the talent to quickly identify opportunities within an 

organization. She provides the necessary design to make cost-effective, data driven, impactful change.

In her 28 years in the contact center industry, she has worked with more than 70 clients across a variety of industries. Wendy has been helping organizations improve performance by providing expert analysis, feedback and actionable solutions in such areas as: Customer Satisfaction, Quality Assurance, Workforce Management, Call Routing, Employee Retention, Recruiting and Hiring, Training & Development and Performance Management.

Wendy is a Certified Consultant and Trainer for ICMI where she teaches such courses as:

• Workforce Management Bootcamp
• Contact Center Coaching
• Essential Skills and Knowledge of Effective Contact Center Management
• Monitoring and Coaching

Who Are We
Quality Service Solutions is a contact center consulting firm that focuses on customer experience and operational excellence for leading businesses worldwide. 
Our contact center experts leverage significant operations and consulting experience to deliver practical, actionable solutions. We partner with our clients to improve the services and solutions they deliver. Our clients range in sizes from ten agents in one site to more than 8,000 agents across multiple sites and remote workers.  We have experience working in a variety of industries including: healthcare, financial, hospitality, manufacturing, pharmaceutical, business to business, technology, government, non-profit, utilities, retail, sports and travel. 

Why Quality Service Solutions
We have done the job.  We are real experts that have worked in the contact center industry for more than 25 years each.
We provide exceptional quality of service based on real business drivers and challenges.
We’re flexible - we can meet all client project needs or participate in specific initiatives.
We are passionate about customer service.
We are continuous of the latest Contact Center trends and practices.
We maintain an ongoing professional and ethical loyalty to clients and to our staff.

Our Approach
We approach all engagements holistically to ensure alignment across strategy, people, process, and technology. Each client engagement is uniquely structured. We employ no forced methodologies or canned reports. 

We focus on critical factors that directly impact bottom line. Some areas of focus depending on client needs include: 

• Operational Processes
• Organizational Design
• Forecasting, Scheduling, Staff Planning, Real-time Management and Reporting​
• Use and Deployment of Technology
• Self-service Optimization
• Contact Routing
• Voice of the Customer
• Learning and Development
• Performance Management
• Quality Monitoring Programs
• Recruiting, Hiring and Retention  

We are efficient and effective. We roll-up our sleeves and work side by side with our clients to deliver the results necessary to close gaps, improve operational performance and focus on the customer experience.  We use a combination of techniques – discovery questionnaires, on-site interviews, focus groups, contact observations, research and analysis and working design sessions.   

Communication is important to us. We maintain close collaboration with the client team throughout our projects. Each step of the consulting process includes meetings and discussions to review status on activities, results, and actions. Given an understanding of the scope of a client’s needs, Quality Service Solutions utilizes a thoroughly tested and proven process to drive success.

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