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Author: John Wolf

By John Wolf
in Innovation
on Sep 6, 2016

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...

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By John Wolf
in Training / Coaching
on Oct 28, 2014

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...

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By John Wolf
in Corporate Culture
on Jun 16, 2014

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...

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By John Wolf
in Workforce Infrastructure
on Oct 3, 2013

Happy Agents Make Happy Customers

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

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By John Wolf
in Best Practices / Metrics
on May 30, 2013

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...

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By John Wolf
in Best Practices / Metrics
on May 2, 2013

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...

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