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| New Partnership Reshapes Company Landscape Touchpoint Associates, Inc. and Aspect Software (www.aspect.com), the worlds largest company solely focused on Unified Communications for the Contact Center™ is proud to announce a new service focused on improving the skills of the contact center frontline manager, The Management Impact Program combines consulting, classroom training, one-on-one coaching and PerfomanceEdge workforce and quality management tool utilization to give frontline managers the skills they need to become more effective leaders and positively impact agent performance, center efficiency and customer satisfaction. “Frontline managers play a crucial role in the success of agent/customer interactions, yet they are faced with a number of difficult business challenges, including keeping agent morale high, minimizing turnover and keeping costs down,” said Bob Furniss, president of Touchpoint Associates. “By combining our highly successful in-house seminars with one-on-one consulting and mentoring focused on effective agent coaching and leadership, we can help frontline managers reduce employee turnover and increase productivity. The participants will understand how to implement new leadership skills and management techniques using Aspect’s industry-leading technology, resulting in significant improvements in the way they lead their teams and in the overall contact center performance metrics. Read the official Aspect Software and Touchpoint Associates, Inc. press release here. | |
| Consulting Touchpoint Associates, Inc. provides results-oriented solutions to transform the customer experience. Touchpoint works with clients to define strategies and implement solutions through innovative approaches to a wide array of customer experience issues, including transforming culture, managing employees, understanding and improving metrics, reducing costs and implementing new technology. Find out more |
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| Engaging Speaking Bob Furniss works with organizations that want to increase profits and productivity by bringing out the best in their people. With more than 25 years of experience working with companies like BellSouth, FedEex and Delta Airlines, his view of customer service and front-line leadership enables him to deliver presentations that impact people. Find out more |
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Are you looking for a professional speaker who consistently:
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 Bob Furniss | “I would love the opportunity to engage your employees in a dialog that will re-engage them to become better leaders and better employees. I have over 25 years of customer service experience and believe that the success of the frontline leader is dependent on their ability to create meaningful relationships in order to inspire their team to greatness. Please contact me to discuss how we design a program that is right for your audience, your team and your leaders.” - Bob Furniss |
| Raving Fans: What People are Saying About Bob
"I attended your session entitled, "Leading the Way: Beyond Just Managing", and, I have to tell you, it was one of the best seminars I ever attended! I am really grateful to you for all the great information you sent me home with."
– Dawn Hardy, Quality Assurance Team, Mishawaka Customer Response Center Read quotes from more of Bob's clients... Checkout Bob's blog at CustomerThink.com. He is often rated as one of the top five blogs on the site.  |
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