Bob Furniss

A New Employee Blogs for a Good Cause

Several weeks ago I wrote here about using blogs to communicate in your company (see Internal Blogs: Are You Willing To Be Exposed?). We are working with a client that is putting the concept of employee blogs into action in a new way....

Strong Employees Thrive in an Empowered Culture

Sara works for a company where empowerment is the buzzword of the month. While she is sure that she wants to be empowered, she has some questions about what it really is… Wikipedia states that empowerment refers to increasing the strength of individuals....

Empathy Matters

With 34 high-school and college kids standing in line to leave, the lady behind the counter said the words that you never want to hear, "This passport is not allowed to travel." Then she said the name - and it was mine. ...

Give Your Huddles More Impact

More and more every day - in retail stores, airports and in call centers - I see managers engaging their teams in what I would describe as a team-huddle. Those circles of standing employees - huddled around their manager - getting direction for...

The Butterfly Effect

I recently read an article about a phenomenon called the Butterfly Effect. The premise of this "chaos theory" is that small variations of the initial condition may produce large variations in the long term behavior of a system. The phrase refers to...

Service Reps: Know Their Passion, Improve Their Performance

A young man I'll call "John" was a "good" employee. He consistently met his sales goals in the call center. His supervisor was satisfied with his overall performance, and the dedicated coaching team consistently gave him better-than-average scores. Yet, there was something missing. Something...

We All Need a Friend at a Time Like This

It has been one of those weeks for me where work has just not seemed that important – where the normal "to-do list" seemed to not have the same urgency… Have you found yourself asking a lot of questions about the world we live in?...

Internal Blogs: Are You Willing To Be Exposed?

Blogs have become a way of life. Whether it is for entertainment, education or information, we all hang out from time to time on a blog. I read a new spin on blogs this past week in a great article in Wired...

How To Engage the Unengaged Employee

Recent research indicates that there are more than 100 million people in America that work in service jobs that require direct customer contact. I don't know about you but I find that many of the people that service my needs on a...

Technology Requires MORE Interactions, Not Less

I attended the Call Center Demo show in Miami this past week. It was a good show – lots of vendors and lots of speakers. I had a great time in my session talking about the "road to leadership for the frontline...

What a Disney Waiter Taught Me About CRM

The simplicity was striking, the results were impressive. Several years ago my family boarded the Disney Cruise Lines for a short cruise to the Caribbean. Even though the boat had three different restaurants, the company made the decision to have the...

Relationships Matter

When we ask employees what do they want more of at their job, the most common answer is not "money." The most common answer is "more time with my manager" and "more recognition of my value to the company." In a world...

It Is Really About the People!

In the land of CRM we often focus on the voice of the customer – and there is no way to overstate the importance of understanding what the customer thinks and needs. But this new blog will focus on equally important voices -...

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