Guest: Bob Furniss - speaker, author and highly regarded consultant. Bob Furniss is part of an elite group of independent consultants who is certified by the ICMI - International Customer Management Institute, he is a member of the National Speakers Association (NSA), and has authored two books. His most recent book, “Ideas at Work– Powerful Ideas to Transform Your Contact Center,” has been called a “simple read with powerful impact” by industry critics.Bob has a new in-house half-day seminar program called, Operation Impact – a program designed specifically to address the daily struggles of the frontline manager.You can find more about this program and other happenings with Bob at:http://www.bobfurniss.comOn his web site you can:- Sign up for Bob’s newsletter and other free downloads- Learn more about the seminar and his books- Find Bob’s contact informationAlso make sure you check out Bob's blog on CustomerThink.com where he is one of the top-rated authors on this site:http://www.customerthink.com/user/bob_furniss

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