by Delonte Brooks
November 2, 2021
Director, Member Experience & Contact Center,
Security Health Plan of Wisconsin, Inc.
Ken Baur is director of member experience and contact center services for Security Health Plan of Wisconsin, Inc. Ken has led his 60-member team to achieve numerous customer service awards over the past several years, including earning World Class Customer Service certification the past five years, from Service Quality Measurement (SQM) — a company that measures customer service performance. Under Ken’s leadership, Security Health Plan has received numerous SQM “best practice” awards for call center and digital customer experience improvements. Ken joined Security Health Plan in 1999 as customer service manager and has been in the customer service industry his entire 30+ year career. He has grown Security Health Plan’s Customer Service Department from an initial 10-seat call center in 1999 to its current 60 agents. Ken received SQM’s First Contact Resolution Champion award in 2015.