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About Kenneth C. Walters Consulting

Helping you effectively connect with your consumer market while building amazing customer experiences is our specialty! After 10 successful years in the call center industry, Ken decided that he wanted to share his knowledge and expertise to help organizations build a strong call center operation that your customers will want to call. Our focus is on delivering top-quality processes through the development and delivery of a 360-degree quality assurance program supplemented with additional training and coaching. Following Deming’s model of Plan-Do-Check-Act, our specialty is delivering your company solutions quickly. We will assess the level of agent and customer engagement, review your current quality assurance program, and create an action plan with solid deliverables. With the project plan in place, we deliver training to your supervisors and managers on how to implement the change as well as sustain the change. We will train your agents on the changes. On launch day, we will be onsite to support your change process and provide onsite coaching. Approximately two weeks after our onsite visit, we will audit and make any additional recommendations. We are your true partner in developing customer experience!

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