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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>
	<pubDate>Fri, 10 Sep 2010 05:28:27 +0000</pubDate>
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		<title>Social Media - 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[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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		<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 white [...]]]></description>
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		<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[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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		<item>
		<title>Looking Through the Lens of Your Employees</title>
		<link>http://www.bobfurniss.com/looking-through-the-lens-of-your-employees/</link>
		<comments>http://www.bobfurniss.com/looking-through-the-lens-of-your-employees/#comments</comments>
		<pubDate>Wed, 19 May 2010 14:34:06 +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[manager]]></category>

		<guid isPermaLink="false">http://www.bobfurniss.com/?p=613</guid>
		<description><![CDATA[
 
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 other pediatric treatment and research facility in the world. The discoveries made there have changed how the world treats children with cancer and catastrophic diseases. It is a place where [...]]]></description>
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		<title>Checkout New Article for Cutter IT Journal</title>
		<link>http://www.bobfurniss.com/checkout-new-cutter-article/</link>
		<comments>http://www.bobfurniss.com/checkout-new-cutter-article/#comments</comments>
		<pubDate>Tue, 27 Apr 2010 23:58:39 +0000</pubDate>
		<dc:creator>Bob Furniss</dc:creator>
		
		<category><![CDATA[Leadership]]></category>

		<guid isPermaLink="false">http://www.bobfurniss.com/?p=604</guid>
		<description><![CDATA[I recently had the opportunity to be a guest editor for the Cutter IT Journal.  The article focuses on leadership within the IT organization but has some great learning for anyone in a leadership position.
The editors also picked one of my quotes from the article as the Quote of the Day: &#8220;Culture plays an important [...]]]></description>
		<wfw:commentRss>http://www.bobfurniss.com/checkout-new-cutter-article/feed/</wfw:commentRss>
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		<title>Millennials - Educated, Respectful, Connected, Successful</title>
		<link>http://www.bobfurniss.com/millennials-educated-respectful-connected-successful/</link>
		<comments>http://www.bobfurniss.com/millennials-educated-respectful-connected-successful/#comments</comments>
		<pubDate>Thu, 11 Mar 2010 14:11:31 +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[manager]]></category>

		<guid isPermaLink="false">http://www.bobfurniss.com/?p=597</guid>
		<description><![CDATA[It seems to happen with every generation.  We look behind us and think - they are end of the world as we know it.  My generation saw the he Gen-Xers as skaters and slackers - but today they are running corporations.
At the edge of the Gen-Xers are the Millennials (defined as born after [...]]]></description>
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		<title>The History of Call Centers</title>
		<link>http://www.bobfurniss.com/callcenterhistory/</link>
		<comments>http://www.bobfurniss.com/callcenterhistory/#comments</comments>
		<pubDate>Mon, 08 Mar 2010 20:42:33 +0000</pubDate>
		<dc:creator>Bob Furniss</dc:creator>
		
		<category><![CDATA[Management]]></category>

		<category><![CDATA[customer service]]></category>

		<guid isPermaLink="false">http://www.bobfurniss.com/?p=583</guid>
		<description><![CDATA[Over the years I have had the opportunity to speak at many ICMI events.  In 2003 I passed the process to become a Certified Associate (it was pretty intense!).  I have always felt honored to be a part of the ICMI team and have taught their premier workshop, Essential Skills and Knowledge, around the world.
The [...]]]></description>
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		<item>
		<title>Would love to meet you &#8220;live&#8221; at HDI</title>
		<link>http://www.bobfurniss.com/would-love-to-meet-you-live-at-hdi/</link>
		<comments>http://www.bobfurniss.com/would-love-to-meet-you-live-at-hdi/#comments</comments>
		<pubDate>Fri, 05 Mar 2010 21:12:49 +0000</pubDate>
		<dc:creator>Bob Furniss</dc:creator>
		
		<category><![CDATA[Leadership]]></category>

		<category><![CDATA[Management]]></category>

		<category><![CDATA[customer experience]]></category>

		<category><![CDATA[manager]]></category>

		<guid isPermaLink="false">http://www.bobfurniss.com/?p=573</guid>
		<description><![CDATA[I am excited to be less two weeks away from speaking at the HDI Annual Conference and Expo in Orlando.  My session is scheduled for Friday morning at 10:15am.  If you will be there, please let me know - I would love to meet you in person.  Send me an email and we can schedule [...]]]></description>
		<wfw:commentRss>http://www.bobfurniss.com/would-love-to-meet-you-live-at-hdi/feed/</wfw:commentRss>
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		<item>
		<title>Top 10 Signs You Work in a Call Center</title>
		<link>http://www.bobfurniss.com/top-10-signs-you-work-in-a-call-center/</link>
		<comments>http://www.bobfurniss.com/top-10-signs-you-work-in-a-call-center/#comments</comments>
		<pubDate>Mon, 15 Feb 2010 20:46:03 +0000</pubDate>
		<dc:creator>Bob Furniss</dc:creator>
		
		<category><![CDATA[Management]]></category>

		<category><![CDATA[People]]></category>

		<category><![CDATA[customer service]]></category>

		<category><![CDATA[frontline]]></category>

		<category><![CDATA[manager]]></category>

		<guid isPermaLink="false">http://www.bobfurniss.com/?p=569</guid>
		<description><![CDATA[Letterman-style list for your next manager meeting (although the last one may be a little
10.   You supply your spouse with a daily quality performance report and analysis.
9.   You end your date with the question, &#8220;is there anything else I can do for you?&#8221;
8.   After a romantic evening with your spouse, you send [...]]]></description>
		<wfw:commentRss>http://www.bobfurniss.com/top-10-signs-you-work-in-a-call-center/feed/</wfw:commentRss>
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		<item>
		<title>Reflecting on the Possibilities and the Blessings</title>
		<link>http://www.bobfurniss.com/reflecting-on-the-possibilities-and-the-blessings/</link>
		<comments>http://www.bobfurniss.com/reflecting-on-the-possibilities-and-the-blessings/#comments</comments>
		<pubDate>Mon, 08 Feb 2010 20:40:08 +0000</pubDate>
		<dc:creator>Bob Furniss</dc:creator>
		
		<category><![CDATA[People]]></category>

		<category><![CDATA[manager]]></category>

		<guid isPermaLink="false">http://www.bobfurniss.com/?p=562</guid>
		<description><![CDATA[
If you don’t mind, I would like to take a moment for some personal reflection. If you have known me for several years – or heard me speak, you may have heard me talk about the even that occurred on this day in 2008. 
I was conducting a workshop in Las Vegas with a great [...]]]></description>
		<wfw:commentRss>http://www.bobfurniss.com/reflecting-on-the-possibilities-and-the-blessings/feed/</wfw:commentRss>
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