The Curated Experience

Books to read - Never eat alone, Good to Great, who move my cheese, freakonomics Contact center churn - Why did you stick around so long Diversity in contact center Most embarrassing day of your professional career

In the age of Ai, and tech and more tech we still need humans and more than ever before. _ Chatbots, chatbots chatbots -reducing cognitive load on the rep by getting every single agent an AI assistant  -Trends post Covid-19 Embrace WFA - Work from Anywhere Beware of data/asset protection Think about its impact on channels Full view of the customer experience. GQ is cofounder of LTV plus - https://www.ltvplus.com/author/gq/ Twitter: https://twitter.com/gqfu 

3 Tips if you have never managed a WFH team Distraction Management Engagement  Reporting Digital for short communications Zoom/Webex isn't feedback Use the YMCA method of coaching Bob's dress code on Video conferencing

- People first - Be honest -Say when you don't know -Take stock in things that are working now or not working to incorporate into your playbook -Be a decent Human Being  #coronavirus

What role do surveys play in getting the voice of the customer? Why do less and less people respond? How do you build a world class VOC program? Where do you start Reach Bob across all channels @Bobfurniss

All the talk about AI eliminating jobs of folks in trucking and contact center agents Is this true? We are not there yet. AI will democratize decision making  Reducing the needs for front line manager It will improve the customer experience

Bob Furniss and I prognosticate on what the future of the contact center would look like. Starting with its mission What skills the people will need Goals and Metrics Reward and Incentive

Predictions are a risky game, so naturally I invited Bob to play. It is clear we are in for a wild ride. #customerservice #customerexperience

Episode 57 - Live ICMI show from Chicago with Bob Furniss

Leadership lessons and career Mistakes How do you continue to grow in your career Bad bosses What makes a good boss 

Effort vs Delight Is effort sexy? Is empathy a skill or an Emotion What happens when you have to show empathy 27 times in a row What happens when the company sucks but the agents are good. Favorite customer survey question

#53 What Leadership looks like with Bob

I start the show talking about my biggest career regret Bob shares his opportunity to be one of the first Fedex employees At any stage in your career you are, find a wave and ride it. Bob found Salesforce a decade ago before it became big in the service world. I ask Bob about how he got comfortable bringing his whole self to work Learn more about Keesha's story at http://www.warriorprincess.org Follow Bob @Bobfurniss

Bob Furniss is a 40 Year veteran of the space Customer Service Agent and Supervisor are the toughest jobs in the space Human emotion has a formula that is changing in real time As you improve Self Service the CS job gets harder  Level 1 customer Service is going out of business Best Practices/Benchmarking should be you comparing customer's latest expectations with your level of service Focus on getting a little better every day Employees over Customers

- Odds are against you - Why are the odds against you? - What can you do?