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John Wolf

About John Wolf

John is Intradiem's chief technology officer. Before joining Intradiem to lead product development, John was assistant vice president of product management at Equifax Personal Solutions, where he was responsible for managing a $53 million online product line. Prior to Equifax, John founded MyoMarkets, where he created an online marketing and e-commerce solution that developed integrated marketing plans across online marketplaces and retail channels. John graduated from Georgia Institute of Technology with a Bachelor of Science in industrial engineering and holds a master’s degree from Emory University.

The Future of Contact Center Automation

As technology advances, could contact center agents be replaced by robots? That’s a question some outsourcers in India and the Philippines are asking themselves as automation continues to have a major impact on the contact center industry. According to a recent Wall Street Journal article, robots are already starting to replace agents on some low-end [...]

By |September 6th, 2016|Innovation, Intraday Automation|

4 Barriers to a Successful Gamification Program in Your Contact Center

The world is changing and contact centers have to keep up. Generation Y – the “Millennial” generation – has a different outlook on life than generations before it that extends to everything from the way they communicate to the way they work. And the truth is, not only does this group make up a large [...]

By |October 28th, 2014|Training / Coaching|

A Personal Journey to a Customer-centric Service Culture

Last month, we attended the Customer Experience Professionals Association (CXPA) 2014 Insight Exchange at the Loews Atlanta Hotel, where one of the key presentations was from Bob Johnson, president of Sprint Retail and chief service and information technology officer. In his presentation, Johnson talked about the personal nature of the customer experience and how to [...]

By |June 16th, 2014|Corporate Culture, Customer Experience|

Happy Agents Make Happy Customers

http://intradiem.wistia.com/medias/i8rnll13u5?embedType=api&videoWidth=440  

By |October 3rd, 2013|Workforce Infrastructure|

ACCE Insider: Customer Experience Reigns Supreme

At the 10th Annual Call Center Exhibition (ACCE) show in Seattle this year – a global gathering of the call center industry – one theme stood out above the rest: a renewed focus on the customer experience. As a speaker at this year’s conference, I asked my audience of 40-plus contact center executives and operators a simple [...]

By |May 30th, 2013|Best Practices / Metrics|

Don’t Waste My Time: Meeting Customer and Agent Demands

Make no mistake: technology has fundamentally changed the nature of customer interactions. Today’s customers are better informed and more empowered than ever before. Not only do they expect speed and accuracy from their contact center interactions – they demand it. Fail to provide satisfactory service and they can (and will) hit the social airways with [...]

By |May 2nd, 2013|Best Practices / Metrics|