Bob Furniss

Social Media – Are You Ready?

What a great day. I spoke this morning at the ACCA group (Austin Contact Center Alliance) annual meeting. ACCA is one of the best-run local call center groups in the country. Jewell Parker and the board do a great job. And I don’t say...

Priorities Are Sometimes Like Frogs

Have you looked up lately and wondered how the heck it got to be September? Seriously? So why am I in the contemplative mood? Because I just realized it has been more than 60 days since I last posted to the blog. It does no...

Looking Through the Lens of Your Employees

I recently had the privilege recently to take a tour of St. Jude Children’s Research Hospital in Memphis, TN. St. Jude is unlike any other pediatric treatment and research facility in the world. The discoveries made there have changed how the world treats children...

Checkout New Cutter Article

I recently had the opportunity to be a guest editor for the Cutter IT Journal.  The article focuses on leadership within the IT organization but has some great learning for anyone in a leadership position. The editors also picked one of my quotes from the...

Millennials – Educated, Respectful, Connected, Successful

It seems to happen with every generation. We look behind us and think - they are end of the world as we know it. My generation saw the he Gen-Xers as skaters and slackers - but today they are running corporations. At the...

The History of Call Centers

Over the years I have had the opportunity to speak at many ICMI events.  In 2003 I passed the process to become a Certified Associate (it was pretty intense!).  I have always felt honored to be a part of the ICMI team and have...

Leading The Culture Shift

I am always thankful for the opportunity to write for Contact Center Pipeline.  The publication provides consistenly relevant information for contact center leaders.  I am honored to be a part of the writing team several times each year. The December issue is filled with great...

The Little Voice In Your Head

I heard a speaker today talk about how to lead a productive and happy life. He talked about the need to keep a positive and focused attitude. The angle for his speech was to explore what music is playing in your head. ...

Simple Words Seem To Be Hard To Say

As I stood in line for my daily shot of caffeine, a guy walked in the door with a coffee in his hand.  He sorta stepped to the front of the line and said, “I just went through the drive-through and this is not...

Leading While Distracted

I know that driving distracted is a serious issue.  Nationwide Insurance recently released a study that that includes data from the University of Utah that says “distraction from cell phone use while driving (hand held or hands free) extends a driver’s reaction as much...

Are you showing favoritism as a leader?

I went to dinner the other night with friends that have several young kids.  The conversation moved to their new school and how they are adapting to the change.  The 10 year old son said something funny that stuck with me.  He said, “I...

ACCE 2009 – Good Conference / Great People!

So the ACCE 2009 conference is now in the history books.  I enjoyed the conference and reached a new level in Twitter communications this week.  You can follow me @bobfurniss – I will say that it has been a learning experience (lesson learned: check...

Networking Ideas – How to work a room

Over the past year I have had the opportunity to speak at the local chamber in my city - the Bartlett Area Chamber of Commerce.  The lunch-time program is always packed but they give me eight minutes each week and asked me to share...

Nurture Passion in Your Employees–and Customers

Most company leaders will tell you that they seek to build a culture of passionate people. They want their employees to have passion for their job, the company and especially the customer. Yet they often find it hard to define "passion." To an executive of...

“Because I Said So” Doesn’t Cut It: Build Bonds With Your Employees to Enhance...

Relationships often define our happiness and our outlook on life. We are taught, from the time we enter kindergarten, that we must relate to others. We must share our toys, respect others' space and defer to authority. College psychology professors teach us that our...

Help Your Employees Spread Good Will

Have you ever wondered why Starbucks employees ask for your name when they take your order? I discovered the real reason in Joseph Michelli's book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary (McGraw-Hill, 2006). It is so the employees can learn...

82 Things: Help Your Frontline Managers Prioritize Their Day!

I remember as a frontline manager one of the toughest issues that I faced every day was trying to plan my day. Sure the executives said I should focus on the people but it seemed there was always something else more important. ...

Don’t Be Afraid of Social Networks: Proactively Manage Your Company’s Reputation

Have you ever heard the parable, The Teenager Who Brought a Company to Its Knees? Sitting on the edge of his bed watching the news, a CEO wonders how it ever got this bad. Sure, there were some problems with production, but no employees...

Attitude and Empathy = Good Customer Service

I stopped at a car wash this week to vacuum my car. The car wash is attached to an oil-change company. I guess the concept is that I can get several car services in the same location. I pulled up to...

Five Things Your Team Needs To Know

Have you noticed a downward spiral of customer service in America? Maybe it is just me but it seems that there is a clear reduction in the basic care provided by many companies – even whose foundations were built on high-touch customer service....

New Posts