John Fahrnkopf

John Fahrnkopf is a contact center technology consultant with more than 20 years of broad technology consulting experience, focusing the past 14 years delivering benefit to customer service centers through technology and operations optimization and improvement, including roles as technical architect, project manager, and systems and business analyst. He specializes in telecommunications and has experience with most contact center technologies and leading product vendors.

John has worked for eLoyalty, Capgemini, and IBM in their Contact Center Optimization practice areas where he has delivered tactical and strategic planning, and managed technology implementations to such companies as TXU Energy, Washington Mutual, Providian Bank, MoneyGram, Wells Fargo, Kaiser Permanente, Vision Service Plan, NiSource Energy, Sprint, as well as many others.

Key Competencies

• Technology Assessments
• Contact Center Infrastructure/Architecture
• Telephony/VoIP
• Call Flow/Routing Design
• IVR Self-Service
• Vendor RFP
• Vendor Selection
• Technology Project Management