Bob Furniss

5 Most Influential Trends in Customer Service: Insights From ICMI’s CCDemo

Earlier this month, I had the opportunity to speak at ICMI’s CCDemo event in Orlando. It was an extremely rewarding experience to interact with...

Avoid Implementation Potholes on Your Path to Cloud Telephony

There was a time in the not too distant past when early adopters of contact center technology were beginning to consider Cloud Telephony. But...

Improve Frontline Connections In The Contact Center

Whenever I speak at conferences across the country, I often ask the audience, “What needs to be improved in your contact center?” “Better communication”...

DF13 Was a Service Cloud Dream

It is hard to believe that 2013 is coming to an end. Maybe it's my age, or maybe it's the technology, but everything these...

Contact Centers: Choose Your CRM Solution Wisely

Customer Service is a new corporate battleground. Providing outstanding service is mission critical to building customer loyalty and a long lasting brand. That being...

Is Your Contact Center Living Up to Customer Expectations?

A major focus in the contact center is shifting from measuring the costs to service customers—to the need to provide an exceptional customer experience....

Telephony and CRM: A Perfect Cloud-based Match

"Customer Service is the next competitive battleground." - Jerry Gregoire, CIO, Dell Computers Welcome to the 'era of the customer.' The accessibility of company...

ACCE Insider: The Top 5 Things I Learned at ACCE 2013

It is hard to believe that ACCE celebrated its 10th Anniversary this year. I've had the honor of speaking nine of those ten years....

Agent Knowledge is the key to Customer Engagement

Marketing has traditionally been responsible for brand positioning in the market, while Customer Service owns the 'experienced' brand. In other words, Marketing brings the...

Contact Center Success: Focus on Your Technology

Your contact center budget is already in place for 2013. What else can you do now to impact your bottom line? It's never too...

Contact Center Success: Focus on Your Process

Your budget may be in place for 2013, but it's not too late to consider the people, process, and technology in your contact center....

Contact Center Success: Focus on Your People

It is hard to believe that it's already February 2013. You are probably like me and asking, "Where did 2012 go?" Most companies create budgets...

Will Your Call Center Drive Profit In 2013?

Despite a downward curve in the economy, and perhaps spurred by recent legislation to reward companies that outsource onshore versus offshore, the US contact...

Top 5 Reads For Service And Support Leaders (And Everyone Else)

When I speak at conferences, I always recommend a book (or three) as part of the content. It's my belief that everyone should try...

Get Social (More Responsive) At Dreamforce ’12

Everyone has heard the stories: jaded customer takes to Facebook or Twitter with a complaint to try to get a company's attention. Understanding and...

“I Hate Your Contact Center” x 156,659

Over the past 10 years, technology has been the catalyst for huge change in the contact center. But social media may just be the...

The Wrath of the Social Customer

It really was their fault – and eventually they admitted it – but it took an angry tweet to get them to notice. The connection...

What would you do if you had 30 extra minutes?

Thanks to Chris Brogan for a recent post at chrisbrogan.com on the same subject. He asks the same question. So what is our answer...

Passion Produces Passion

I recently had a conversation with one of my colleagues in the industry.  We talked about why one company struggles with turnover and low...

People are Valuable

About 15 years ago, I had a manager tell me that I would never go anywhere because I cared too much about the people...

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