Bob Furniss
10 Podcast Episodes
Embracing Mistakes and Putting People First, a CX Approach: Bob Furniss
Embracing Mistakes and Putting People First, a CX Approach: Bob Furniss
Customer service is one of our favorite topics to tackle in this show, but having Bob Furniss over for this special epis... Read more
12 Jul 2022
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1hr 6mins
Episode 4: Customer Connection Part II with Bob Furniss
Episode 4: Customer Connection Part II with Bob Furniss
Part I of our interview with Bob focused on the current state of contact centers and customer service—from customer rela... Read more
8 May 2020
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42mins
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#65 How to almost get fired and other leadership tips w/ Bob Furniss
#65 How to almost get fired and other leadership tips w/ Bob Furniss
Books to read - Never eat alone, Good to Great, who move my cheese, freakonomics Contact center churn - Why did you sti... Read more
6 May 2020
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20mins
Episode 3: Customer Connection Part I with Bob Furniss
Episode 3: Customer Connection Part I with Bob Furniss
In Part I, we dive into the current state of contact centers and customer service. What are companies doing to stay conn... Read more
1 May 2020
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33mins
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#62 - Leading a customer facing team in a crisis W/Bob Furniss
#62 - Leading a customer facing team in a crisis W/Bob Furniss
- People first - Be honest -Say when you don't know -Take stock in things that are working now or not working to incorpo... Read more
23 Mar 2020
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27mins
#61 - Are Customer satisfaction Survey dead? W/Bob Furniss
#61 - Are Customer satisfaction Survey dead? W/Bob Furniss
What role do surveys play in getting the voice of the customer? Why do less and less people respond? How do you build a... Read more
22 Mar 2020
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30mins
Episode 57 - Live ICMI show from Chicago with Bob Furniss
Episode 57 - Live ICMI show from Chicago with Bob Furniss
Live show with an in studio audience with my partner in crime Bob Furniss. What CX means Role of AI Do we still need h... Read more
5 Dec 2019
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56mins
23. Customer Experience as a Differentiator w/ "The Godfather of Customer Service," Bob Furniss
23. Customer Experience as a Differentiator w/ "The Godfather of Customer Service," Bob Furniss
On this episode, we welcome Bob Furniss to the program. Bob is the Godfather of Customer Experience. He spent his entire... Read more
5 Nov 2019
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48mins
#55: Is Empathy a skill or an Emotion (With Bob Furniss)
#55: Is Empathy a skill or an Emotion (With Bob Furniss)
Effort vs Delight Is effort sexy? Is empathy a skill or an Emotion What happens when you have to show empathy 27 times ... Read more
26 Oct 2019
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16mins
#52 - The most Honest Resume w/ Bob Furniss
#52 - The most Honest Resume w/ Bob Furniss
Show Notes: I start the show talking about my biggest career regret Bob shares his opportunity to be one of the first... Read more
15 Sep 2019
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33mins
