New Contact Center Pipeline Articles
Filed under: Leadership, Management, People, Uncategorized
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
Customer Payback – United Pays the Price!
Writing deliverables for consulting clients and articles for magazines and white papers means not enough time to write here. Will try again to do better. But just tweeted about this and wanted to share it in the blog.
Tweet:
Old days: Bad experience? Tell 9 people! Today: Tell 641,937 (so far)! Social networking is changing everything! EVERY experience is now important. http://tinyurl.com/lwel72.
Check-out this video to see the ultimate customer payback!
Nominate Someone Special Today!
Filed under: Engagement, Management, People, Relational Leadership
If you are a leader in a call center or support center, here is a great opportunity to recognize your top agents for their work with customers. ICMI (International Customer Management Institute) has an annual program to recognize top agents – The Spirit of Service Awards. I had the great opportunity to speak at the 2008 online awards banquet and will again this year be speaking to the participants. You can find out more about the nomination process by clicking here SPIRIT AWARDS.
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
