All content posted by bob_furniss http://www.customerthink.com/user_content/152 All Content for a User en Millennials - Educated, Respectful, Connected, Successful http://www.customerthink.com/blog/millennials_educated_respectful_connected_successful http://www.customerthink.com/blog/millennials_educated_respectful_connected_successful#comments CxO Leadership Thu, 11 Mar 2010 08:17:31 -0600 bob_furniss 232004 at http://www.customerthink.com The History of Call Centers http://www.customerthink.com/blog/the_history_of_call_centers http://www.customerthink.com/blog/the_history_of_call_centers#comments Contact Center Mon, 08 Mar 2010 16:21:41 -0600 bob_furniss 231834 at http://www.customerthink.com Leading The Culture Shift http://www.customerthink.com/blog/leading_the_culture_shift http://www.customerthink.com/blog/leading_the_culture_shift#comments CxO Leadership Contact Center Wed, 16 Dec 2009 18:17:18 -0600 bob_furniss 227824 at http://www.customerthink.com The Little Voice In Your Head http://www.customerthink.com/blog/the_little_voice_in_your_head http://www.customerthink.com/blog/the_little_voice_in_your_head#comments CxO Leadership Service and Support Contact Center Sun, 13 Dec 2009 18:16:38 -0600 bob_furniss 227655 at http://www.customerthink.com Simple Words Seem To Be Hard To Say http://www.customerthink.com/blog/simple_words_seem_to_be_hard_to_say http://www.customerthink.com/blog/simple_words_seem_to_be_hard_to_say#comments Service and Support Chief Customer Officer Wed, 11 Nov 2009 13:01:41 -0600 bob_furniss 226035 at http://www.customerthink.com Leading While Distracted http://www.customerthink.com/blog/leading_while_distracted http://www.customerthink.com/blog/leading_while_distracted#comments CxO Leadership Digital Marketing Sales Performance Service and Support Chief Information Officer Wed, 28 Oct 2009 13:01:30 -0500 bob_furniss 225385 at http://www.customerthink.com Are you showing favoritism as a leader? http://www.customerthink.com/blog/are_you_showing_favoritism_as_a_leader http://www.customerthink.com/blog/are_you_showing_favoritism_as_a_leader#comments CxO Leadership Digital Marketing Sales Performance Service and Support Chief Customer Officer Fri, 23 Oct 2009 01:01:44 -0500 bob_furniss 225169 at http://www.customerthink.com Networking Ideas - How to work a room… http://www.customerthink.com/blog/networking_ideas_how_to_work_a_room http://www.customerthink.com/blog/networking_ideas_how_to_work_a_room#comments Sales Performance Chief Customer Officer Wed, 14 Oct 2009 16:27:24 -0500 bob_furniss 224829 at http://www.customerthink.com ACCE 2009 – Good Conference / Great People! http://www.customerthink.com/blog/acce_2009_good_conference_great_people http://www.customerthink.com/blog/acce_2009_good_conference_great_people#comments Contact Center Enterprise Technology Wed, 14 Oct 2009 16:27:24 -0500 bob_furniss 224830 at http://www.customerthink.com Nurture Passion in Your Employees—and Customers http://www.customerthink.com/article/nurture_passion_employees http://www.customerthink.com/article/nurture_passion_employees#comments CxO Leadership Service and Support Computers / Technology Customer Loyalty Performance Management Chief Customer Officer Organization Alignment Mon, 18 Aug 2008 07:58:00 -0500 bob_furniss 201301 at http://www.customerthink.com Aspect Software and Touchpoint Associates Announce Management Impact Program http://www.customerthink.com/news/aspect_software_touchpoint_associates_impact http://www.customerthink.com/news/aspect_software_touchpoint_associates_impact#comments Service and Support Contact Center Customer Strategy Chief Customer Officer Chief Information Officer Technology Implementation Fri, 06 Jun 2008 14:47:16 -0500 bob_furniss 198192 at http://www.customerthink.com "Because I Said So" Doesn't Cut It: Build Bonds With Your Employees to Enhance Your Customer Relationships http://www.customerthink.com/article/because_i_said_so_doesnt_cut_it http://www.customerthink.com/article/because_i_said_so_doesnt_cut_it#comments Service and Support Contact Center Healthcare Services Chief Customer Officer Organization Alignment Mon, 26 May 2008 08:00:00 -0500 bob_furniss 3663 at http://www.customerthink.com Help Your Employees Spread Good Will http://www.customerthink.com/article/help_employees_spread_good_will http://www.customerthink.com/article/help_employees_spread_good_will#comments CxO Leadership Service and Support Customer Loyalty Customer Strategy Organization Alignment Retail Sales Transportation / Travel / Leisure Mon, 25 Feb 2008 07:58:00 -0600 bob_furniss 3107 at http://www.customerthink.com 82 Things: Help Your Frontline Managers Prioritize Their Day! http://www.customerthink.com/blog/82_things_help_frontline_managers_prioritize http://www.customerthink.com/blog/82_things_help_frontline_managers_prioritize#comments Service and Support Contact Center Wed, 30 Jan 2008 17:06:02 -0600 bob_furniss 2968 at http://www.customerthink.com Don't Be Afraid of Social Networks: Proactively Manage Your Company's Reputation http://www.customerthink.com/article/dont_be_afraid_social_networks http://www.customerthink.com/article/dont_be_afraid_social_networks#comments Service and Support Social Business Voice of Customer Customer Strategy Chief Customer Officer Mon, 14 Jan 2008 07:59:00 -0600 bob_furniss 2860 at http://www.customerthink.com Social Networking and Contact Centers http://www.customerthink.com/forum/social_networking_and_contact_centers http://www.customerthink.com/forum/social_networking_and_contact_centers#comments Best Practices: Contact Center Fri, 02 Nov 2007 19:10:41 -0500 bob_furniss 2531 at http://www.customerthink.com Attitude and Empathy = Good Customer Service http://www.customerthink.com/blog/attitude_and_empathy_good_customer_service http://www.customerthink.com/blog/attitude_and_empathy_good_customer_service#comments Service and Support Customer Experience Customer Loyalty Retail Sales Fri, 02 Nov 2007 14:18:34 -0500 bob_furniss 2529 at http://www.customerthink.com Five Things Your Team Needs To Know http://www.customerthink.com/blog/five_things_your_team_needs_to_know http://www.customerthink.com/blog/five_things_your_team_needs_to_know#comments Sat, 25 Aug 2007 17:28:05 -0500 bob_furniss 2123 at http://www.customerthink.com A New Employee Blogs for a Good Cause http://www.customerthink.com/blog/new_employee_blogs_for_good_cause http://www.customerthink.com/blog/new_employee_blogs_for_good_cause#comments Social Business Organization Alignment Mon, 06 Aug 2007 11:15:27 -0500 bob_furniss 1999 at http://www.customerthink.com Strong Employees Thrive in an Empowered Culture http://www.customerthink.com/blog/strong_employees_thrive_empowered_culture http://www.customerthink.com/blog/strong_employees_thrive_empowered_culture#comments Service and Support Contact Center Customer Experience Chief Customer Officer Organization Alignment Tue, 31 Jul 2007 16:46:44 -0500 bob_furniss 1969 at http://www.customerthink.com Empathy Matters http://www.customerthink.com/blog/empathy_matters http://www.customerthink.com/blog/empathy_matters#comments CxO Leadership Digital Marketing Sales Performance Service and Support Contact Center Customer Analytics Customer Experience Customer Loyalty Small Business Chief Customer Officer Organization Alignment Transportation / Travel / Leisure Sun, 08 Jul 2007 16:58:12 -0500 bob_furniss 1821 at http://www.customerthink.com Give Your Huddles More Impact http://www.customerthink.com/blog/give_your_huddles_more_impact http://www.customerthink.com/blog/give_your_huddles_more_impact#comments Service and Support Contact Center Small Business Chief Customer Officer Organization Alignment Retail Sales Transportation / Travel / Leisure Wed, 06 Jun 2007 16:55:37 -0500 bob_furniss 1399 at http://www.customerthink.com The Butterfly Effect http://www.customerthink.com/blog/butterfly_effect http://www.customerthink.com/blog/butterfly_effect#comments CxO Leadership Digital Marketing Sales Performance Service and Support Contact Center Customer Loyalty Chief Customer Officer Chief Information Officer Tue, 22 May 2007 12:20:10 -0500 bob_furniss 1322 at http://www.customerthink.com Service Reps: Know Their Passion, Improve Their Performance http://www.customerthink.com/article/service_reps_know_their_passion http://www.customerthink.com/article/service_reps_know_their_passion#comments Service and Support Contact Center Chief Customer Officer Organization Alignment Mon, 14 May 2007 07:58:00 -0500 bob_furniss 1236 at http://www.customerthink.com We All Need a Friend at a Time Like This http://www.customerthink.com/blog/we_all_need_a_friend http://www.customerthink.com/blog/we_all_need_a_friend#comments Advertising / Media / Public Relations Agriculture / Construction Service and Support Broadcast / Communications Business / Legal Services Computers / Technology Contact Center Customer Experience Education Fast-Moving Consumer Goods Government / Public Sector Healthcare Services Chief Customer Officer Hospitality / Entertainment Non-Profit / Associations Printing and Publishing Pharmaceutical Retail Sales Telecommunications Transportation / Travel / Leisure Utilities / Energy Wholesale Distribution Sun, 22 Apr 2007 11:04:38 -0500 bob_furniss 1117 at http://www.customerthink.com Internal Blogs: Are You Willing To Be Exposed? http://www.customerthink.com/blog/internal_blogs_willing_to_be_exposed http://www.customerthink.com/blog/internal_blogs_willing_to_be_exposed#comments Service and Support Broadcast / Communications Social Business Contact Center Customer Loyalty Chief Customer Officer Manufacturing Pharmaceutical Retail Sales Telecommunications Transportation / Travel / Leisure Wed, 11 Apr 2007 16:34:20 -0500 bob_furniss 1049 at http://www.customerthink.com How To Engage the Unengaged Employee http://www.customerthink.com/blog/how_to_engage_unengaged_employee http://www.customerthink.com/blog/how_to_engage_unengaged_employee#comments CxO Leadership Digital Marketing Sales Performance Service and Support Contact Center Customer Experience Chief Customer Officer Chief Information Officer Tue, 13 Mar 2007 22:24:55 -0500 bob_furniss 921 at http://www.customerthink.com Technology Requires MORE Interactions, Not Less … http://www.customerthink.com/blog/technology_requires_more_interactions_not_less http://www.customerthink.com/blog/technology_requires_more_interactions_not_less#comments Service and Support Contact Center Chief Customer Officer Organization Alignment Technology Implementation Retail Sales Telecommunications Transportation / Travel / Leisure Thu, 01 Mar 2007 09:27:54 -0600 bob_furniss 863 at http://www.customerthink.com What a Disney Waiter Taught Me About CRM http://www.customerthink.com/blog/what_disney_waiter_taught_me_about_crm http://www.customerthink.com/blog/what_disney_waiter_taught_me_about_crm#comments Service and Support Business / Legal Services Contact Center Customer Experience Customer Loyalty Financial Services Chief Customer Officer Retail Sales Telecommunications Transportation / Travel / Leisure Mon, 12 Feb 2007 16:22:29 -0600 bob_furniss 698 at http://www.customerthink.com Relationships Matter http://www.customerthink.com/blog/relationships_matter http://www.customerthink.com/blog/relationships_matter#comments Broadcast / Communications Contact Center Customer Loyalty Education Small Business Government / Public Sector Healthcare Services Chief Customer Officer Hospitality / Entertainment Transportation / Travel / Leisure Fri, 02 Feb 2007 14:46:19 -0600 bob_furniss 628 at http://www.customerthink.com It Is Really About the People! http://www.customerthink.com/blog/it_is_really_about_the_people http://www.customerthink.com/blog/it_is_really_about_the_people#comments Broadcast / Communications Contact Center Voice of Customer Financial Services Chief Customer Officer Hospitality / Entertainment Telecommunications Transportation / Travel / Leisure Utilities / Energy Fri, 02 Feb 2007 14:44:03 -0600 bob_furniss 627 at http://www.customerthink.com