Speaking at ACCE

I am speaking next week at the ACCE Conference in Las Vegas.  I would love to see you there.  I speak on Wednesday at 2:15pm.  The session is “Culture Shift - Moving People Forward.” I will share seven steps to transforming the culture in your contact center.  You can find out more about the conference here:  http://www.icmi.com/acce2009/

New Contact Center Pipeline Articles

I recently had the opportunity to write several articles for Contact Center Pipeline.  This is a great publication that offers REAL SOLUTIONS for contact centers and support services.  The newsletter consistently showcases some of the best writers and editors in the business and I am proud to be on the team!

You can download my articles here:

“Developing A High-Powered Frontline” - Download CC Pipeline June

“Coaching Champions” - Download CC Pipeline August

You can recieve a 10% discount on the electronic or print/electronic version of the monthly newsletter enterning the code “BobF” in the special offer / coupon box at checkout:  www.contactcenterpipeline.com

Life is Service for Cutter Consortium

I had the opportunity to write for the Cutter Benchmark Review.  The article focuses on research that Cutter conducted across four areas within service maangement: (1) Are IT groups contributing to their business? (2) Is knowledge sharing between the IT organization and business clients improving service? (3) What role does trust play in the quality of the services? (4) Should management care about the emotional climate?

Geneviève Bassellier, Assistant Professor of IS at the Desautels Faculty of Management at McGill University (Canada), and Ronald Cenfetelli, Assistant Professor of MIS at the Sauder School of Business at the University of British Columbia (Canada) are co-writers of the piece.  On the basis of their findings, they provide a roadmap for improving the internal relationship between the IT shop and the rest of the organization, with particular attention to the service function.

I had the opportunity to offer a more practical, operational approach with several guidelines for improving the customer-service orientation and attitude of your IT shop.  You can download the document here: Download Article for FREE here at Cutter.com

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  Have you ever wished you could have an experienced expert develop a plan to improve your call center? Need to reduce costs and improve customer service? We can help! Contact Bob Furniss today for a free 30 minute review of your issues to find out how our Call Center Audit can help you. Click here to email Bob direct.

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• Bob Furniss

  As founder and President of Touchpoint Associates, Inc., Bob Furniss has more than 25 years of experience in the customer service field - assisting organizations to increase productivity and profits by bringing out the best in their people. He has shared his experience in the areas of leadership and service with some of the top companies in America - companies like FedEx, Corporate Express, DePaul University, Delta Airlines, Hanley Wood and more. Click here to email Bob direct

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