Bob's Programs
In many cases in the past, meeting planners have had to choose between
a seasoned speaker and an experienced industry leader—not any
more! Bob brings over 25 years of experience to every speech or
workshop and as an “expert who speaks” he also offers the
attributes of a National Speakers Association professional speaker.
Bob also works with each client to customize each speech to ensure
that the subject-matter is both relevant and actionable by the audience.
Keynote Programs - Leadership / Inspiration
/ Life Strategies
The Powerful Impact of Relational Leadership
How to make the employee
experience affect the customer experience.
We all need the support of others to help us reach
our goals. That statement was never truer than it is today - especially
in all areas of customer service. We can train and measure and
manage, but what we really need are employees that lead others
to greatness. Creating a culture where employees feel valuable
and involved is a key part of most successful companies. Do your
employees understand, communicate and live the customer experience
vision. By nature, they want to reap the rewards that come with
being a part of something important. They want to fee valuable
in their job. However, I believe:
- Most companies need a leadership makeover
at the front lines.
- Anyone can learn the skill of leading
through relationships.
- Many organizations unintentionally undermine
the expression of the leadership at the frontlines.
- Most people are looking for a relationship
with a leader.
- The frontlines are the place to start
when transforming the culture of a company.
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As leaders, we must build good relationships in every
direction - up, down and across. In this session you will learn:
- The impact of connecting with your employees
to allow them to connect with your customers.
- Five steps to achieving relational leadership
in your management team.
- Proven strategies for changing the focus
from managing to leading across the organization.
- How to make relationships the cornerstone
of your culture - how to "Lead With Your Heart."
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Workshop / Conference Programs - Leadership
/ Inspiration / Front-line Management
Ideas At Work
Powerful Ideas That Will Transform
Your Contact Center
(Straight from the hot new book of the same title
by Bob Furniss and Scott O. Thomas.)
The contact center industry continues to undergo
significant advancements and developments in technology. However,
most companies are finding that owning and implementing new technology
hasn't delivered the promised ROI. While it is possible to use
new technology to achieve a greater return without any human direction,
the process is fraught with "costly learning opportunities"
resulting from lack of knowledge and continuous mistakes.
Learn how companies like FedEx, BellSouth and Corporate Express
have gone beyond simply implementing technology to developing
high-level changes and concepts within their contact center to
improve productivity and efficiency. This presentation will build
on 25 years of hands-on experience and share key "ideas that
matter" through an interactive presentation that will touch
on the following topics:
- Customer Experience - Developing a plan
to generate greater customer satisfaction.
- Measure Dissatisfaction - Understand
the 20% and fix 80% of that.
- Empowerment Versus Permission - Train
everyone on everything. What can happen if you don't?
- Allow Executives to Feel the Pain - How
to use their pain to produce results in your contact center.
- Legacy of a Great Manager - How the relationship
impacts the performance.
- Motivating Agents - Recognizing success
to drive behavior change.
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The Powerful Impact
of Strategy on the Contact Center
How to communicate the value
of your contact center.
Although the focus of the contact center has to
remain on the customer; a contact center manager must also find
ways to drive internal significance within the company.
Everyone, from the CEO down, must understand the competitive advantage
that good service provides. Contact centers are often seen as
"cost centers" where customers go when they have a problem.
Most centers struggle to receive adequate funding for increased
pay, employee recognition plans and training programs. But, with
the right strategy mapping and reporting - the center can move
to a high-value position.
Aligning the contact center with the organization's
vision and business goals will tie the daily customer interactions
and intelligence of the center to the strategic goals of the enterprise.
In this presentation, Bob Furniss will weave strategic alignment
into everyday management activities and provide advice on how
to ensure the contact center is seen as a strategic asset to the
company. Attendees will walk away with an understanding of:
- How to align strategy and activity -
and how to communicate the value of both.
- How to report information in a "value-based"
format that will garner executive support.
- How simple, effective changes in reporting
can make a huge difference in the way others view the
contact center's value within the company.
- How to shine the spotlight on people
in the contact center who make a difference with your
customers everyday.
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The presentation will demonstrate how top organizations
across America are transforming the focus away from basic statistics
to "value-based" reporting that markets their successes
both internally and externally. These organizations are considered
leaders in the area of customer service and have discovered that
communicating the right information is the key to increased funding
and change-management. Whether it is in the area of retaining unhappy
customers or servicing and up-selling current customers, centers
can create a value for every transaction and bring focus to their
success!
It's All About the Customer
Redefining the Customer Experience
One of the most important and challenging objectives
in operating a customer service center is to provide services that
consistently meet (and exceed) customer expectations. Since expectations
are constantly evolving because improvements in service shift customer
demands, this presents an enormous opportunity for organizations
to differentiate their services through Customer Experience Management.
In this presentation, participants will learn what Customer Experience
Management is, why it matters and what it means to their company.
Attendees will walk away with an understanding of:
- How to identify key customer experience gaps
- How to track root causes and customer pain points through
"backward research"
- How wimple, yet effective changes in the customer service
center can lead to increased customer satisfaction and
even show multi-million dollar cost reductions.
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