Leadership Transition at C Wenger Group

Tom Vander Well (1)
Tom Vander Well

With the beginning of 2018, C Wenger Group is pleased to announce that Tom Vander Well has been named the company’s President and Chief Executive Officer (CEO). Outgoing President and CEO, Scott Wier, will continue his active leadership in the Group and will serve as President of the Group’s Customer Insight division. Wier and Vander Well have owned and led C Wenger Group as partners since January 2005 when founder, Charles Wenger, turned over his interest in the company.

Vander Well has been a member of C Wenger Group since 1994. During that time he has led the Group’s Service Quality Assessment and training services. Vander Well will maintain leadership of those services while assuming responsibility for the Group’s executive operations. Scott Wier, who has led the Group’s customer research services since 1988, will focus his energy on the continued development of research and survey projects.

This transition is the culmination of a long-term plan. Both Tom Vander Well and Scott Wier will maintain their leadership and client relationships for all projects. Clients can expect continuation of the responsive, data-led services C Wenger Group has provided for over a quarter century.

C Wenger Group is a consulting firm based in Des Moines, Iowa. The Group provides a full array of custom-designed research products with a special emphasis on measuring and improving the Customer Experience including research, Quality Assessment and data-led training and coaching.

Free Webinar! A Beginner’s Guide to Call Monitoring and Quality Assessment

Your call may be monitored for quality and training purposes” is a familiar phrase in today’s business world. For growing companies interested in beginning a call recording or quality program, the process can seem both confusing and daunting. This free webinar is intended to help companies who are exploring the development and implementation of a call recording and quality assessment program.

tom head shotThe webinar will be presented by Tom Vander Well, Executive Vice-President of c wenger group. Tom is a pioneer in the call monitoring and Quality Assessment industry and has over 20 years experience analyzing moments of truth between businesses and their customers. In this webinar Tom will help participants think through basic questions you should be asking. He will provide various methods for approaching both call recording and Quality Assessment, discuss their strengths and weaknesses, and present cost effective, practical solutions.

The FREE webinar will be July 13, 2017 at 12:00 p.m. CDT. Registration is limited to 25 participants, so register today! Click the button below or visit:


Register for Webinar Button

“The Best is Yet to Come”

chwengerIn December our group’s founder, Charles D. (Chuck) Wenger passed away after a long, full and fruitful life in which he touched the lives of many. Chuck and his wife Charleen began C Wenger Group back in the 1970s. In those years Chuck’s consulting work focused on marketing efforts for Billy Graham’s World Wide Pictures. He and Charleen moved the family to Des Moines, Iowa in the early 1980s and he did similar work for Mark IV Pictures. By the late 1980s the group began to grow and it was in the early 1990s that the group’s current focus on customer satisfaction, surveys, market research, quality assessment and training began to evolve.

Charleen preceded Chuck in death in the late 1990s.Chuck retired at the end of 2004 and all equity in the group transferred to senior group members Scott Wier and Tom Vander Well. Chuck continued to serve as Chairman of our Board until his death and he was an ever present source of wisdom and inspiration. Chuck continued to serve on other corporate Boards after his retirement but dedicated most of his time and energy to founding a non-profit group, Band of Brothers in Christ, which focused on Chuck’s passion for the discipleship of young men in their relationship with Jesus Christ.

Chuck was fond of reminding us all that “the best is yet to come” at every opportunity. His faith in Jesus Christ motivated every aspect of his life, our group included, and we fully believe that in finishing his journey on earth Chuck has fully realized the truth of his favorite words of encouragement.

Chuck will be greatly missed, but the impact he had on our company and the lives of both group members and clients will never go away. Chuck instilled in our group the qualities of honesty, servant heartedness, faithfulness, and operating both life and business by the principles of God’s Word. C Wenger Group will continue to honor Chuck, his legacy, his faith, hope, and love.

Welcoming Premier Communications to our Client Family!

premier-communications-logo-finalWe are excited to announce that c wenger group has entered into a relationship with Premier Communications in Sioux Center, Iowa. Premier Communications bundles phone, cable television, and internet services to customers in the northwest Iowa region. It is a privilege to welcome Premier Communications into our family of clients!

c wenger group to Present at Central Iowa NCSA Chapter July 8th

central iowa NCSA logoc wenger group members Tom Vander Well and Scott Wier will be presenting on the topic of “Trends in Customer Satisfaction Research and Contact Center Quality Assessment” at the July 8th meeting of the Central Iowa Chapter of the National Customer Service Association. Tom and Scott will be exploring how technology and cultural trends are affecting the way companies measure customer satisfaction and service quality, and sharing their expertise regarding how members can improve their companies’ efforts and avoid potential blind spots that are sometimes ignored in the marketplace.

Central Iowa NCSA was previously a part of the the ICSA but made the switch to NCSA after 2014. The group meets quarterly over the lunch hour for relevant presentations and networking events. They invite new members, either individuals or corporations. For more information visit their website: http://centraliowancsa.com

The previous two meetings were at Farmer’s Mutual Rain and Hail Insurance in West Des Moines but the location of the July 8th meeting has not been confirmed. Stay tuned! We will announce the location once it is firmed up and available. Please mark your calendars!

New Journal of Contact Centre Mgmt Launched

Received word this morning of a new publication by Henry Stewart Publishing. The Journal of Contact Centre Mangement boasts an international Editorial Board.

A sample of articles from the table of contents:

Problems with partial solutions in contact centres
Peter Cochrane, Founder, Cochrane Associates
Refocusing resources in a competitive economy: Sales through service
Kerry Weiner Elkind and Andy Elkind, Co-Founders, The Elkind Group
Providing consistent and equitable access through re-thinking your business processes: A health sector case study
Brett Dean, Director, Communio
Innovation in a best practice contact centre
Richard J Snow, VP & Research Director Customer and Contact Center, Ventana Research

QAQnA is now Service Quality Central (SQC)

Four years ago, I started writing a blog about call center quality assessment (QA), customer satisfaction, and customer service. The blog was called QAQnA (Quality Assessment Questions aNd Answers). QAQnA attracted a loyal following over the years and became known as one of the best call center related blogs and websites anywhere. But, I consistently received feedback that QAQnA was cryptic and difficult to remember.

This past year it became clear that QAQnA was due for a facelift. I’ve been planning and working with Samwell Creative on a new look and a new name. Here it is. Welcome to Service Quality Central (SQC)!

It’s a new look and a new name, but you’ll find all of the same great content.

Thanks for making the switch. You’ll also be able to follow us on Twitter @S_Q_C. Many readers followed QAQnA through my personal Twitter account @tomvanderwell. You’re still welcome to follow, but you’ll find my professional and call center related content and thoughts posted @S_Q_C while my personal content will continue @tomvanderwell

Take a look around. The full QAQnA archives are right here. In the weeks and months ahead we hope that SQC will become your hub for call center and customer service related information and insights!