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Articles
News and Events

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

Employee Loyalty - What makes them stay? Touchpoint Associates' work with DePaul University highlighted in Campus Technology Magazine.
Employee Loyalty - What makes them stay? Employee Loyalty - What Makes Them Stay?
Bob takes mission trip to Honduras with his son. Bob takes mission trip to Honduras with his son. Article in Memphis Commercial Appeal
AFSMI 2006 Writer's Award Bob and Scott win AFSMI 2006 Writer's Award for article on Customer Dissatisfaction -
Featured aticle in Customer Service Newsletter 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!