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
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?). ...
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,...
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...
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...
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...
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...
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...
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...
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. ...
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...
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...
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...
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...