Bob Furniss
Bob Furniss
Bob Furniss' career has focused on improving customer experiences. As the Director of Bluewolf's Service Cloud practice, Bob leads a team of consultants who works with clients in three key areas: Salesforce Service Cloud strategy/implementation; Social Media strategy and implementation in the contact center; and creating vision blueprints to help companies set a new course for their contact centers in the areas of people and technology. Follow him on Twitter
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
“Because I Said So” Doesn’t Cut It: Build Bonds With Your Employees to Enhance Your Customer Relationships
Relationships often define our happiness and our outlook on life. We are taught, from the time we enter kindergarten, that we must relate to...
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...
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...
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...
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...
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...