Ideas at Work: Powerful Ideas for Transforming Your Contact Center

Ideas at Work: Powerful Ideas for Transforming Your Contact Center



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Ideas at Work: Powerful Ideas for Transforming Your Contact Center by Bob Furniss, Scott O. Thomas

Companies are constantly looking for new ides for improving the customer experience. The place to start is with the front-line people that interact with the customers every day. Ideas at Work provides real solutions to real problems based on real experiences. Executives, managers and agents will find powerful ideas that have transformed organizations at every level.

Product Details

ISBN-13: 9781932863840
Publisher: Insight Publishing Company
Publication date: 09/28/2005
Product dimensions: 6.00(w) x 8.80(h) x 0.40(d)

About the Author

As President of Touch Point Associates, IN. Bob Furniss has more than 25 years of customer service experience. Bob believes that personal interactions are the key to transforming customer relationships. He understands the contact center from the inside out - having worked as an agent, supervisor, trainer, and director. He believes that effective relationships with employees will translate to profitable relationships with customers. As a consultant, Bob has worked with companies like FedEx and Corporate Express, helping them implement enterprise-wide Customer Experience initiatives. His client list includes DePaul University, Delta Airlines, Chrysler and others. He is a member of the National Speakers Association and a highly sought-after international speaker.

Scott O. Thomas, a Senior Partner with Tamar Partners Corporation, provides enterprise consulting services and training to Fortune 1000 organizations. Scott forms relationships with the people he does business with based on trust, integrity and a proven track record. Scott's philosophy is that the "person" is the cornerstone of every business and every business transaction - internal and external. He connects with the clients so they can connect with their customers through their employees. Scott's client list includes The North Texas Toll way Authority, Delta Airlines, Dell and others. Scott is a featured speaker at national and international conferences, motivational seminars, and corporate workshops

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