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	<title>Lead With Your Heart</title>
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	<link>http://www.bobfurniss.com</link>
	<description>Ideas about leadership, management and life by Bob Furniss</description>
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		<title>Speak Up Successfully! Learn How or Die!</title>
		<link>http://www.bobfurniss.com/speak-up-successfully-learn-how-or-die/</link>
		<comments>http://www.bobfurniss.com/speak-up-successfully-learn-how-or-die/#comments</comments>
		<pubDate>Thu, 17 May 2012 16:33:55 +0000</pubDate>
		<dc:creator>Bob Furniss</dc:creator>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Management]]></category>

		<guid isPermaLink="false">http://www.bobfurniss.com/?p=734</guid>
		<description><![CDATA[I have written from time to time about this subject but just read a great article by Susan Hash at Contact Center Pipeline about getting support from company executives.  Read this &#8211; and learn this skill &#8211; if you want to be successful in the contact center world! Read the Article &#8211; Click here!]]></description>
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		<title>Nine Simple Ideas for Your Contact Center</title>
		<link>http://www.bobfurniss.com/nine-simple-ideas-for-your-contact-center/</link>
		<comments>http://www.bobfurniss.com/nine-simple-ideas-for-your-contact-center/#comments</comments>
		<pubDate>Sun, 13 May 2012 23:02:48 +0000</pubDate>
		<dc:creator>Bob Furniss</dc:creator>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Management]]></category>

		<guid isPermaLink="false">http://www.bobfurniss.com/?p=729</guid>
		<description><![CDATA[I. Hire the best employees. Totally update your hiring process to ensure that you are not hiring “the best you can get” but the best. Some contact centers find themselves in the mode of hiring the best they can find. What is really needed is a clear plan for hiring the best. A successful plan [...]]]></description>
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		<title>Tornadoes, Anniversaries and Personal Blessings&#8230;</title>
		<link>http://www.bobfurniss.com/tornadoes-anniversaries-and-personal-blessings/</link>
		<comments>http://www.bobfurniss.com/tornadoes-anniversaries-and-personal-blessings/#comments</comments>
		<pubDate>Sun, 05 Feb 2012 18:59:08 +0000</pubDate>
		<dc:creator>Bob Furniss</dc:creator>
				<category><![CDATA[People]]></category>

		<guid isPermaLink="false">http://www.bobfurniss.com/?p=712</guid>
		<description><![CDATA[Today is a very special day for my family.  It has been four years since a Category 4 tornado hit Union University in Jackson TN.  In the blink of an eye my son and six other guys were buried under what first responders said was &#8220;three to four tons of debris.&#8221;   When I look [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Restart &#8211; again&#8230;.</title>
		<link>http://www.bobfurniss.com/restart-again/</link>
		<comments>http://www.bobfurniss.com/restart-again/#comments</comments>
		<pubDate>Sun, 05 Feb 2012 17:45:18 +0000</pubDate>
		<dc:creator>Bob Furniss</dc:creator>
				<category><![CDATA[Management]]></category>

		<guid isPermaLink="false">http://www.bobfurniss.com/?p=709</guid>
		<description><![CDATA[It has been a while since I posted here on my blog.  Life has a way of getting in the way what is important.  In my new role at St. Jude Children&#8217;s Research Hospital I find my days (and often nights) filled with new work and new opportunity. I tell myself often that I need [...]]]></description>
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		<title>What would you do if you had 30 extra minutes?</title>
		<link>http://www.bobfurniss.com/what-would-you-do-if-you-had-30-extra-minutes/</link>
		<comments>http://www.bobfurniss.com/what-would-you-do-if-you-had-30-extra-minutes/#comments</comments>
		<pubDate>Sat, 26 Mar 2011 22:20:59 +0000</pubDate>
		<dc:creator>Bob Furniss</dc:creator>
				<category><![CDATA[Uncategorized]]></category>

		<guid isPermaLink="false">http://www.bobfurniss.com/?p=691</guid>
		<description><![CDATA[Thanks to Chris Brogan for a recent post at chrisbrogan.com on the same subject.  He asks the same question. So what is our answer as you are a frontline Supervisor?  Would you spend time catching-up on email? Finishing-up a report? Finally get  a chance to take a lunch-break? How about this &#8211; what you spent [...]]]></description>
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		<title>Passion Produces Passion</title>
		<link>http://www.bobfurniss.com/passion-produces-passion/</link>
		<comments>http://www.bobfurniss.com/passion-produces-passion/#comments</comments>
		<pubDate>Tue, 09 Nov 2010 00:10:59 +0000</pubDate>
		<dc:creator>Bob Furniss</dc:creator>
				<category><![CDATA[Engagement]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Management]]></category>
		<category><![CDATA[People]]></category>
		<category><![CDATA[Relational Leadership]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[frontline]]></category>
		<category><![CDATA[manager]]></category>

		<guid isPermaLink="false">http://www.bobfurniss.com/?p=681</guid>
		<description><![CDATA[I recently had a conversation with one of my colleagues in the industry.  We talked about why one company struggles with turnover and low morale while another company flourishes?  We came to the conclusion that the answer is often leadership! As we continued to talk, this story unfolded. He told me a story of how [...]]]></description>
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		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>People are Valuable</title>
		<link>http://www.bobfurniss.com/people-are-valuable/</link>
		<comments>http://www.bobfurniss.com/people-are-valuable/#comments</comments>
		<pubDate>Mon, 08 Nov 2010 00:34:02 +0000</pubDate>
		<dc:creator>Bob Furniss</dc:creator>
				<category><![CDATA[Engagement]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Management]]></category>
		<category><![CDATA[People]]></category>
		<category><![CDATA[Relational Leadership]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[frontline]]></category>
		<category><![CDATA[manager]]></category>

		<guid isPermaLink="false">http://www.bobfurniss.com/?p=677</guid>
		<description><![CDATA[About 15 years ago, I had a manager tell me that I would never go anywhere because I cared too much about the people that worked for me. He said that I needed to pay more attention to the business and less attention to whether people were happy. Well, here I am 15 years later [...]]]></description>
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		<slash:comments>2</slash:comments>
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		<item>
		<title>Social Media &#8211; Are You Ready?</title>
		<link>http://www.bobfurniss.com/669/</link>
		<comments>http://www.bobfurniss.com/669/#comments</comments>
		<pubDate>Fri, 10 Sep 2010 05:26:34 +0000</pubDate>
		<dc:creator>Bob Furniss</dc:creator>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Management]]></category>
		<category><![CDATA[Social Media]]></category>
		<category><![CDATA[manager]]></category>

		<guid isPermaLink="false">http://www.bobfurniss.com/?p=669</guid>
		<description><![CDATA[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 that because they have asked me to speak three years in [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Priorities Are Sometimes Like Frogs</title>
		<link>http://www.bobfurniss.com/priorities-are-sometimes-like-frogs/</link>
		<comments>http://www.bobfurniss.com/priorities-are-sometimes-like-frogs/#comments</comments>
		<pubDate>Thu, 09 Sep 2010 03:11:59 +0000</pubDate>
		<dc:creator>Bob Furniss</dc:creator>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Management]]></category>
		<category><![CDATA[frontline]]></category>
		<category><![CDATA[manager]]></category>

		<guid isPermaLink="false">http://www.bobfurniss.com/?p=661</guid>
		<description><![CDATA[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 seem that long, but there it is in black and [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Hot Topics @ ACCE 2010 Conference</title>
		<link>http://www.bobfurniss.com/hot-topics-acce-2010-conference/</link>
		<comments>http://www.bobfurniss.com/hot-topics-acce-2010-conference/#comments</comments>
		<pubDate>Thu, 01 Jul 2010 22:28:25 +0000</pubDate>
		<dc:creator>Bob Furniss</dc:creator>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Management]]></category>
		<category><![CDATA[Relational Leadership]]></category>
		<category><![CDATA[Social Media]]></category>
		<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer service]]></category>

		<guid isPermaLink="false">http://www.bobfurniss.com/?p=623</guid>
		<description><![CDATA[New Orleans in mid-June redefines the word humidity. I am from Memphis and we thought we invented the word, but a week in NO let me know we are B-league at best. So, it was hot… but so was the sharing and learning at ICMI’s ACCE Conference. Traditionally one of the best call center conferences, [...]]]></description>
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