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2008 CustomerThink.com – Nurture Passion in Your Employees Bob’s August Newsletter CustomerThink.com - "Because I Said So" Doesn't Cut It” Bob's April 2008 Newsletter Connections Magazine - an excerpt from "Ideas at Work" - Who Are These People? CustomerThink.com - Help Employees Spread Good Will Bob's January 2008 Newsletter CustomerThink names Bob Furniss to the Global Advisory Council - Click here to read press release Don't Be Afraid of Social Networks - Bob discusses social networks impact on customer service at CustomerThink

2007 What Does Your Contact Center Annual Report Look Like? Bob authors feature article for Contact Professional Magazine Bob Provides insight into Customer Experience Management for China's top CRM website www.GCCRM.com: Ordinary Touch Points Lead to Experiences of Opportunity Driving Success in your Business – ManagerCrossing.com Empower Your Agents for Brilliant Performance – Contact Professional Magazine Service Reps: Know Their Passion, Improve Their Performance See Bob's interview with Keith Dawson of Call Center Magazine (It starts out slow but he gets better - so hang in there). Call Center Magazine publishes Bob's thoughts on call center metrics Magazine interviews Bob for February cover story: "Not Fade Away" Bob writes for Contact Professional Magazine - "Creating a Culture of Leaders"

2006 Touchpoint Associates' work with DePaul University highlighted in Campus Technology Magazine. Employee Loyalty - What Makes Them Stay? Bob takes mission trip to Honduras with his son. Article in Memphis Commercial Appeal Bob and Scott win AFSMI 2006 Writer's Award for article on Customer Dissatisfaction - Featured article in Customer Service Newsletter Bob talks about coaching in 1 to1 Magazine - "Coaches or Timecops?" Bob contributes to Small Biz Resource.com - "Personal Touches Help Motivate Customer-Service Staff" Bob offers insight into retention issues facing many contact centers - Contact Center World. Customer Interactions Magazine published excerpts from Bob's new book "Ideas At Work" Bob and co-author Scott share a chapter from their new book "Ideas At Work" on the CRM Advocate website. Bob adds his ideas to the recent article in CRM Magazine - "Six Common Contact Center Mistakes" CRM Buyer published excerpt from Bob and Scott's new book Ideas At Work

2005 Bob provides insight in destinationCRM article - "6 Secrets to Selecting the Right Contact Center Location" Bob provides quote to Cisco's online newsletter IQ - "Using Technology to Improve Call Centers" Bob interviewed by destinationCRM.com - "Virtual Call Centers Need Some Fine Tuning" Bob talks with ComputerWorld - "J.D. Power to Bestow IT Service..." Bob adds insight at destinationCRM.com - "You've Got Questions, We've Got Answers"

2004 Bob offers insight on 2004/2005 at contactcenterworld.com Bob Furniss co-authors article on Real Time Business Optimization 6 Secrets to Selecting the Right Contact Center Location - Destination CRM "Alone for the Holidays" article published in Contact Professional Magazine Bob named as "Expert Author" by Contact Center World Bob Furniss interviewed by GCN.com - Government CRM Article Published for SSPA - Planning for 2005 Touchpoint Associates Announces New Service for Venture Capital Companies Article in Marketing News Magazine - Special Report - Customer Satisfaction Surveys Article published at pizzatoday.com - When is the Right Time for a Call Center? 1 to 1 Marketing Article - Advancing the Contact Center Featured Article in Customer Interaction Solutions Magazine.

2003 CRM Magazine Article - Customer Dissatisfaction Surveys. Bob Furniss Featured in CRM Magazine TPA (formerly Call Center Ideas) Featured in CRM Magazine TPA (formerly Call Center Ideas) publishes article in Contact Center World

Press Releases

Touchpoint Associates Announces New Service for Venture Capital Companies

Call Center Ideas Launches Website

Bob Furniss Selected As Professional Speaker in the National Speakers Association

Bob speaks at Contact Center World webinar on-line!