|
As President of Touchpoint Associates, Inc., Bob Furniss works with organizations to increase productivity and profits by bringing out the best in their people. Beginning as an agent more than 25 years ago, he understands call centers from the inside out. He has consulted in the areas of leadership and service with some of the top companies in America FedEx, Corporate Express, DePaul University, Delta Airlines, Hanley Wood and more. Bob is a member of the National Speaker Association and is a featured speaker at many industry conferences, including ACCE, Call Center Demo, ICCM and CRM Solutions. His favorite topic focuses on building effective relational leaders. Touchpoint’s consulting programs are based on building long-term, sustainable results. Their programs help companies develop actionable strategic roadmaps that allow them to improve employee culture and implement effective customer-centric processes. Bob’s new book, co-authored with long-term friend and colleague Scott Thomas, Ideas At Work Powerful Ideas to Transform Your Contact Center has become a top-seller in the call center industry. Prior to founding Touchpoint, Bob’s career included leading the contact center consulting group at iXL/Scient, serving as Senior Consultant for ALLTEL’s Contact Center Solutions Group, and directing BellSouth Mobility's regional customer service contact center (winner of the prestigious ACCE-Award for Call Center Excellence). He also contributes to several industry publications including Call Center Magazine, Customer Interaction Solutions Magazine, CRM Buyer, 1to1 Magazine and CRM Magazine. | 