Resources
"The Contact Center Show" Podcast
Together, Amas Tenumah and I have more than 56 years of experience in the contact center and customer experience marketplace. We have worked with some of the top brands in the world – and while successful, we have also stepped in a few holes and made mistakes along the way. We want to share our successes (and failures) – along with our new perspectives on the future. We also will bring in the best minds in the industry – all with a goal to help you build, manage and innovate your contact center.
Join us at THE CONTACT CENTER SHOW!
Recommended Books
When I speak I often refer to books that have impacted my life – either personally or professionally. Choose from this list to grow as a leader, as a manager and as a person.
“Never Eat Alone” by Keith Farazzi – Ferrazzi presents a whirlwind of ideas to widen your circle of contacts that goes way beyond the usual stale concepts of “networking. “This is the book that you should read next – it has been my top “recommendation” for the past 12 months!”
“Its OK to Be The Boss” by Bruce Tolgan The guru of Gen X and Gen Y had written a new book that applies to everyone. He explains to any employees the advantage of accepting empowerment and becoming the boss, whether you have the title or not.
“Starbucks Experience” by Joseph A. Michelli - As a Starbucks junky this book was fascinating. As I tell people every time I speak – READ THIS BOOK – it has some basic customer service concepts that cross over into almost any situation. It is my top pick of the year for customer service reading.
“Be Our Guest” by Disney Institute, Ted Kinni, Michael D. Eisner – If you have ever been to Disney World you know the experience is very different. This is a great little book about the things that are done “on purpose” to make your visit magical. You are sure to find a story or idea that you can use in your business.
“Never Be Boring Again” by Doug Stevenson – If you speak in small groups or large, you will be amazed at how the audience will react if you tell a good story. Doug Stephenson captures the “why” and the “how” in easy to understand and follow concepts. I recommend this book to everyone that speaks or wants to communicate via stories. I have given it to friends who are financial planners, pastors, teachers and leaders of companies. The concepts are not magic but with some work you will tell a story with a brand new level of success.
“It’s Your Ship: Management Techniques from the Best Damn Ship in the Navy” by Michael Abrashoff – Although the book is about leading a team of Navy Shipmen, the words of wisdom from Michael Abrashoff will give you real insight into how to lead your team.
“Good to Great: Why Some Companies Make the Leap… and Others Don’t” by Jim Collins – The basis for moving your organization to change. Read this and change your perspective then change your organization to make them great.
“Call Center Management on Fast Forward” by Brad Cleveland – The first book for every call center manager. Without the knowledge offered in this book about the inter-workings of forecasting and scheduling you cannot be a successful leader of a call center – it is that simple!
“Please Understand Me II: Temperament Character Intelligence” This is an updated version of a book that I read over 20 years ago. If you want to understand yourself and your people, then buy this book today. As we discuss in our speaking programs, I believe that relationships are key to success as a leader and manager of people.
“God in the Whirlwind” by Tim Elsworth – Read the amazing story of how the students of Union University survived an F4 Tornado on February 2, 2009. The first chapter chronicles the amazing story of Bob’s son who was buried in the ruble of Water’s Commons with six other guys. 25 feet deep, under 3.5 tons of steel and concrete, hear how they coped for more than four hours before rescue came. All seven guys survived – along with more than 1100 students who were also on campus.
“Searching for God Knows What” by Donald Miller – This is the best Christian book I have read in 10 years. If you want to see God in a new light in your everyday walk, this is the one for you. It is irreverent, insightful and funny. I have read it three times in the past two years!
“Winning with People: Discover the People Principles That Work for You Every Time” by John Maxwell – I recently saw John Maxwell speak at a conference. He has a great life story and this book takes that story and shows you how to be a better leader.
“Ideas at Work-Powerful Ideas for Transforming Your Call Center” by Bob Furniss - Companies are constantly seeking new ideas for improving the customer experience. The place to start is with the front-line people that interact with customers every day. “Ideas at Work” provides real solutions to real problems based on real experience. Executives, managers and agents will find powerful ideas that have transformed organizations at every level.
When I speak I often refer to books that have impacted my life – either personally or professionally. Choose from this list to grow as a leader, as a manager and as a person.
“Never Eat Alone” by Keith Farazzi – Ferrazzi presents a whirlwind of ideas to widen your circle of contacts that goes way beyond the usual stale concepts of “networking. “This is the book that you should read next – it has been my top “recommendation” for the past 12 months!”
“Its OK to Be The Boss” by Bruce Tolgan The guru of Gen X and Gen Y had written a new book that applies to everyone. He explains to any employees the advantage of accepting empowerment and becoming the boss, whether you have the title or not.
“Starbucks Experience” by Joseph A. Michelli - As a Starbucks junky this book was fascinating. As I tell people every time I speak – READ THIS BOOK – it has some basic customer service concepts that cross over into almost any situation. It is my top pick of the year for customer service reading.
“Be Our Guest” by Disney Institute, Ted Kinni, Michael D. Eisner – If you have ever been to Disney World you know the experience is very different. This is a great little book about the things that are done “on purpose” to make your visit magical. You are sure to find a story or idea that you can use in your business.
“Never Be Boring Again” by Doug Stevenson – If you speak in small groups or large, you will be amazed at how the audience will react if you tell a good story. Doug Stephenson captures the “why” and the “how” in easy to understand and follow concepts. I recommend this book to everyone that speaks or wants to communicate via stories. I have given it to friends who are financial planners, pastors, teachers and leaders of companies. The concepts are not magic but with some work you will tell a story with a brand new level of success.
“It’s Your Ship: Management Techniques from the Best Damn Ship in the Navy” by Michael Abrashoff – Although the book is about leading a team of Navy Shipmen, the words of wisdom from Michael Abrashoff will give you real insight into how to lead your team.
“Good to Great: Why Some Companies Make the Leap… and Others Don’t” by Jim Collins – The basis for moving your organization to change. Read this and change your perspective then change your organization to make them great.
“Call Center Management on Fast Forward” by Brad Cleveland – The first book for every call center manager. Without the knowledge offered in this book about the inter-workings of forecasting and scheduling you cannot be a successful leader of a call center – it is that simple!
“Please Understand Me II: Temperament Character Intelligence” This is an updated version of a book that I read over 20 years ago. If you want to understand yourself and your people, then buy this book today. As we discuss in our speaking programs, I believe that relationships are key to success as a leader and manager of people.
“God in the Whirlwind” by Tim Elsworth – Read the amazing story of how the students of Union University survived an F4 Tornado on February 2, 2009. The first chapter chronicles the amazing story of Bob’s son who was buried in the ruble of Water’s Commons with six other guys. 25 feet deep, under 3.5 tons of steel and concrete, hear how they coped for more than four hours before rescue came. All seven guys survived – along with more than 1100 students who were also on campus.
“Searching for God Knows What” by Donald Miller – This is the best Christian book I have read in 10 years. If you want to see God in a new light in your everyday walk, this is the one for you. It is irreverent, insightful and funny. I have read it three times in the past two years!
“Winning with People: Discover the People Principles That Work for You Every Time” by John Maxwell – I recently saw John Maxwell speak at a conference. He has a great life story and this book takes that story and shows you how to be a better leader.
“Ideas at Work-Powerful Ideas for Transforming Your Call Center” by Bob Furniss - Companies are constantly seeking new ideas for improving the customer experience. The place to start is with the front-line people that interact with customers every day. “Ideas at Work” provides real solutions to real problems based on real experience. Executives, managers and agents will find powerful ideas that have transformed organizations at every level.
Magazine Articles:
Recent Magazine Articles:
- Contact Professional Magazine – Bob writes about Time Management in cover article – Download CMP
- Contact Professional Magazine – “Make Customer Feedback Relevant” Download CMP
- CustomerThink.com – “Nurture Passion in Your Employees”
- CustomerThink.com – “Because I Said So Isn’t Enough”
- Connections.com – “Who Are These People?”
- CustomerThink.com – “Help Employees Spread Good Will”
- CustomerThink.com names Bob as member of the Global Advisory Council
- CustomerThink.com – “Don’t Be Afraid of Social Networks”
- Contact Professional Magazine – “Empower Your Agents For Performance”
- CustomerThink.com – “Service Reps – Know Their Passion, Improve Their Performance”
- ThinkServices – “What Is Your Metric For Value?”
- Bob interviewed in DestinationCRM
- Contact Professional Magazine – “Driving Success In Your Contact Center”
- 1to1 Magazine – “Coaches or Time Cops?”
Recommended Websites
If you are thinking that the last thing you need is another website to visit – think again. Here is a great list of sites that will enhance your world as a personal and professional leader.
If you are thinking that the last thing you need is another website to visit – think again. Here is a great list of sites that will enhance your world as a personal and professional leader.
- Call Centers / CRM Websites:
- Contact Center Pipeline – This monthly newsletter has, by-far, the the best writing in the industry.
- Destination CRM – This is a great site for the latest articles about powerful impact of CRM. There is also usually some horror stories that will help you avoid the pitfalls of ineffective implementation. Bob was recently featured in the article “Six Common Contact Center Mistakes”.
- 1 to1 Magazine – I love this magazine. Although it is sometimes seen as amarketing magazine, there is always great articles about the contact center or how to improve overall customer experiences.
- CustomerThink.com – This site offers a wide-scope of industry articles. Bob’s Blog at Bluewolf.com is syndicated there.
- Personal Growth Websites:
- Personality Test – here is a neat and FREE personality test. We often talk about the importance of knowing your personality type to lead others better. Although it is not Myers Briggs, it is a cool little alternative. By-the-way, you can take the Myers Briggs Personality Assessment at this site for $175. Another alternative is the book listed in the Recommended Reading – “Please Understand Me.”