Bob Furniss

Contact Professional Contributors

Touchpoint Associates, Inc.

For more than 27 years, Bob Furniss has worked with companies to help them understand and improve their customers’ experiences. His company, Touchpoint Associates, Inc., works with companies to improve how their employees serve customers by energizing the entire organization. Touchpoint’s strategic consulting, training and mentoring programs are adaptive, targeted and have made a difference at some of the top companies in the world. Bob would love to do the same for your company. bfurniss@touchpointassociates.com.

Article \| January 1, 2009 Time Does Not Change - You Have To! By: Bob Furniss 52 weeks, 2080 hours, 124,800 minutes, 7,488,000 seconds – all ways to measure the time available for the typical manager (not including those...more >>

Article \| September 1, 2008 Keeping Customer Feedback from Falling into the Abyss By: Bob Furniss We gather a fair amount of information from our customers though our annual customer satisfaction survey. But we are not sure if the information is...more >>

Article \| March 1, 2008 I Need More Time By: Bob Furniss I know I am supposed to focus my time on the team members in my group and that coaching should be a priority, but there is just not enough time in...more >>

Article \| November 1, 2007 What Does Your Contact Center Annual Report Look Like? By: Bob Furniss In the call center we often get wrapped up in reporting only the metrics “that the executive asked for.” Organizations report call volume,...more >>

Article \| May 1, 2007 Empower Your Agents for Brilliant Performance By: Bob Furniss By implementing three key elements – boundaries, training and coaching – most companies can begin the process to improve empowerment in their...more >>

Article \| January 1, 2007 Driving Success in Your Contact Center – Creating a Culture of Leaders By: Bob Furniss While technology is the vehicle by which contact centers are managed, it is the people who define success. Companies ask their agents to communicate...more >>

Article \| November 1, 2004 All Alone on the Holidays? By: Bob Furniss Remember the movie “Home Alone,” where the young boy was mistakenly left alone for the holidays? Somehow his parents forgot about him and he was...more >>

Article \| January 1, 2009 Time Does Not Change - You Have To! By: Bob Furniss 52 weeks, 2080 hours, 124,800 minutes, 7,488,000 seconds – all ways to measure the time available for the typical manager (not including those...more >>

Article \| September 1, 2008 Keeping Customer Feedback from Falling into the Abyss By: Bob Furniss We gather a fair amount of information from our customers though our annual customer satisfaction survey. But we are not sure if the information is...more >>

Article \| March 1, 2008 I Need More Time By: Bob Furniss I know I am supposed to focus my time on the team members in my group and that coaching should be a priority, but there is just not enough time in...more >>

Article \| November 1, 2007 What Does Your Contact Center Annual Report Look Like? By: Bob Furniss In the call center we often get wrapped up in reporting only the metrics “that the executive asked for.” Organizations report call volume,...more >>

Article \| May 1, 2007 Empower Your Agents for Brilliant Performance By: Bob Furniss By implementing three key elements – boundaries, training and coaching – most companies can begin the process to improve empowerment in their...more >>

Article \| January 1, 2007 Driving Success in Your Contact Center – Creating a Culture of Leaders By: Bob Furniss While technology is the vehicle by which contact centers are managed, it is the people who define success. Companies ask their agents to communicate...more >>

Article \| November 1, 2004 All Alone on the Holidays? By: Bob Furniss Remember the movie “Home Alone,” where the young boy was mistakenly left alone for the holidays? Somehow his parents forgot about him and he was...more >>