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What People are Saying

"The Management Impact Program has affected every manager in the program.  I think you have started a revolution in our center!"

Erika Hinds, e-Services Group / XM Radio

"It has been almost 60 days since you completed the Management Impact Program with our leaders and the morale has never been better in our call center."

Patty Raphael, Isagenix International

"Thanks Bob - I appreciate the documents and also the reading list.. I bought many of the books you talked about (and yours)   Great session...  I like hearing the stories and reading advice as well as the very practical suggestions - as opposed to just the theory." 

Peter Gilbert, Rim

"I think it helped me to look more efficient and caring in my one on ones.  Sometimes I focus on trying to get my points across and areas I need them to focus on that I forget to talk about them and their needs and concerns.  You helped me to remember to get back to that!  I also focus on my tenured staff as well as the new ones.  I would say if someone comes to your seminar and they do not leave with something new to try or feel rejuvenated, there is no hope for them and they should not be a supervisor or in a lead position of any kind!"

Tracy Bradford, Customer Service Supervisor, First Comp

"I want to thank you again for an excellent presentation. It was one of the most impressionable at ICMI that I attended."

Scott Spencer, Manager Call Center Operations, World Vital Records

"Thanks Bob training was amazing, was one of the best that I ever joined."

Biani Lares, AML Claims Center Supervisor, Global Business Services

"I just wanted to thank you and let you know that I enjoyed and learned a lot from this course. I liked your methodology and I wish I could have this course when I started as a supervisor 3 years ago but this experience was very enlightening and I am putting in practice some of your ideas in my team"

Eric Montero, HP

"Thanks for a great seminar last week on Five Keys to Dynamic Leadership.  I really enjoyed it."

Mark Myrick, Sales Manager, Amica Mutual Insurance Company

"He made me laugh, he made me cry - but most importantly he made me think about what I needed to do to be a better manager - and a better person!"

Lisa Bougner, Concerto Software Corporation

"The way you delivered the message... with passion, integrity, sincerity, and emotion was of great inspiration to me. You brought great value to me that I will share with the 500+ employees that I lead."

Scott Klene, Director of Sales, Nelnet

"You put things in a different perspective and made me think things in a new way. I have been in the call center environment for over 14 years and I learned a lot from the session. It was motivating and insightful."

Emily Brown - GE Consumer Finance

"One of the best sessions offered at the conference. This workshop affected me more on a personal level than any of the others."

Philips Medical CustomerCare Center

"etalk worked closely with Bob Furniss to educate our sales force on the most beneficial way to offer etalk's new contact center solution, Qfiniti, to our global customer base. He did an outstanding job developing a comprehensive white paper that focused on Qfiniti's key strengths and differentiators. Bob then presented his findings in an informative and interactive way to our sales team during our annual sales meeting this past January. The sales team walked away energized and armed with the specific needs within a contact center. This information will help them better educate clients and potential clients with information on how etalk can provide the tools needed to create a quality contact center."

"Our customers are the most important asset to our business and we go to great lengths to ensure the content we provide them at corporate events is of the highest quality and value to them.. "Bob's keynote presentation at our annual Solutions Conference conveyed key 'ideas that matter' in a fun and interactive format that was incredibly well received. We are pleased that he was a part of it."



"Call Center Ideas is both informational and entertaining. The Web site provided me with unique ideas to help enhance the productivity of our contact center agents. You can tell that the consultants and speakers at CCI have 'been there, done that' within every aspect of the call center so they can relate to greenhorn agents, weathered supervisors and managers, or top executives. CCI provided me with different viewpoints on managing the call center throughout the entire enterprise."



"Let's face it, working in the call center industry takes a special breed of person! Whether you're an agent taking calls or a manager running the operations, it's an industry that could take a toll on you. All of us have stories to tell and experiences to share, yet few of us have an outlet. I was excited to learn about Call Center Ideas, during an informative and very entertaining presentation by the dynamic speaker, Bob Furniss, at an industry conference! Who better to share with and learn from than individuals in the call center industry who have learned it, lived it and still LOVE it!? Call Center Ideas provides just the creative push I need to build an atmosphere in our center that is inspiring and motivating!"



"They made me laugh and they really grabbed me by the belt when talking about Call Center needs. It was if they were talking right to me and my Company! The day just flew by, truly an awesome, informational and fun experience! Thanks Scott and Bob."



"Whether speaking at etalk's national conference or regional workshops, Bob offers our customers actionable, relevant information that assists companies with transforming their customer service and support. His engaging stories from the front-lines of service and support centers across the country provide our audiences with real life examples of how to motivate their employees to move toward providing higher levels of quality service."