Speaking/Workshops
In many cases in the past, meeting planners have had to choose between a seasoned speaker and an experienced industry leader – not any more! Bob brings over 25 years of experience to every speech or workshop and as an “expert who speaks” he also offers the attributes of a National Speakers Association professional speaker. Bob also works with each client to customize the speech or workshop to ensure that the subject-matter is both relevant and actionable by the audience.
Bob has developed several workshop options for managers and frontline leaders. In addition to performing 60 to 90 minute keynotes at many conferences and expos, he also offers half-day and full-day workshop programs.
Keynotes
The Powerful Impact of Relational Leadership
How to make the employee experience affect the customer experience.
We all need the support of others to help us reach our goals. That statement was never truer than it is today – especially in all areas of customer service. We can train and measure and manage, but what we really need are employees that lead others to greatness. Creating a culture where employees feel valuable and involved is a key part of most successful companies. Do your employees understand, communicate and live the customer experience vision. By nature, they want to reap the rewards that come with being a part of something important. They want to fee valuable in their job. However, I believe:
- Most companies need a leadership makeover at the front lines.
- Anyone can learn the skill of leading through relationships.
- Many organizations unintentionally undermine the expression of the leadership at the frontlines.
- Most people are looking for a relationship with a leader.
- The frontlines are the place to start when transforming the culture of a company.
As leaders, we must build good relationships in every direction – up, down and across. In this session you will learn:
- The impact of connecting with your employees to allow them to connect with your customers.
- Five steps to achieving relational leadership in your management team.
- Proven strategies for changing the focus from managing to leading across the organization.
- How to make relationships the cornerstone of your culture – how to “Lead With Your Heart.”
Workshops
OPERATIONS IMPACT PROGRAM
It can be argued that your frontline managers are the most important people in your company. Their relationship with the employees they manage affects turnover, attitude and customer satisfaction. However, these individuals are often new to management and lack knowledge and experience in critical areas, communication skills, time management, leadership and coaching techniques.
Based upon highly successful programs developed by Touchpoint Associates founder Bob Furniss and attended by hundreds of frontline managers over the last five years, the Management Impact Program gives your frontline managers the tools they need to become effective leaders.
Half-Day / Full-Day Workshops
Choose key elements of the one-week program to customize an approach for your audience.
One Week Program
Incorporating a mix of consulting, classroom training, one-on-one and coaching, the Operation Impact Program delivers measurable improvements. These improvements result from participants’ improved management and employee coaching capabilities and typically include:
- Reduced employee turnover as a result of their increased satisfaction with the guidance they are being given.
- Improved end customer satisfaction due to improved customer service skill sets.
The Operation Impact Program is conducted by consultants with extensive customer service, coaching and people management expertise. The Program includes:
- Consulting – through pre-program surveys, phone calls and on-site interviews with executives, trainers, supervisors and agents, the consultant will identify areas with opportunity for improvement.
- Training – in a one and a half day seminar, the consultant will share key concepts with the frontline managers that help solve the issues identified.
- Mentoring – the consultant will meet individually with each of the participating frontline managers in one-on-one coaching sessions.
The standard Operation Impact Program engagement is a one-week program for up to 10 frontline managers, although the timeline and number of participants can be customized if desired. The typical program activities and timeline are as follows:
- Pre-visit Discovery (Half day consulting).
- Pre-visit conference call with the company executives.
- Pre-visit survey and information gathering.
- Onsite Discovery (Half day onsite consulting) – interviews with key leaders, trainers and hiring managers.
- Active Learning (Two days onsite) – seminar/training session for participating frontline managers.
- Individual Mentoring (Two days onsite) – 45-60 minute sessions with each participant.
Upon their completion of the Operations Impact Program training and coaching sessions, your frontline managers will:
- Understand the basic components of the contact center with a focus on people, processes, technology and strategy.
- Improve agent and customer interactions utilizing their the new frontline management leadership skills.
- Better manage your key contact center metrics, understanding their impact on the success of the agent teams and the overall contact center.
- Implement new management techniques that will allow them to communicate at a higher level.
- Recognize why coaching is the most important part of their job.
- Employ new feedback techniques that drive frontline improvement.
- Bring it all together into their daily management processes and activities.
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
