TopPodcast.com
Menu
  • Home
  • Top Charts
  • Top Networks
  • Top Apps
  • Top Independents
  • Top Podfluencers
  • Top Picks
    • Top Business Podcasts
    • Top True Crime Podcasts
    • Top Finance Podcasts
    • Top Comedy Podcasts
    • Top Music Podcasts
    • Top Womens Podcasts
    • Top Kids Podcasts
    • Top Sports Podcasts
    • Top News Podcasts
    • Top Tech Podcasts
    • Top Crypto Podcasts
    • Top Entrepreneurial Podcasts
    • Top Fantasy Sports Podcasts
    • Top Political Podcasts
    • Top Science Podcasts
    • Top Self Help Podcasts
    • Top Sports Betting Podcasts
    • Top Stocks Podcasts
  • Podcast News
  • About Us
  • Podcast Advertising
  • Contact
Not in our directory?
Add Show Here
Podcast Equipment
Center

toppodcastlogoOur TOPPODCAST Picks

  • Comedy
  • Crypto
  • Sports
  • News
  • Politics
  • True Crime
  • Business
  • Finance

Follow Us

toppodcastlogoStay Connected

    View Top 200 Chart
    Back to Rankings Page
    Business

    Waiting for Service

    This is a show for anyone interested in improving customer service, contact center and the Customer Experience.

    Advertise
    • Apple Podcasts
    • Google Play
    • Spotify
    Latest Episodes:
    #58 - Year wrap up and Predictions Dec 30, 2019
    Show notes

    Predictions are a risky game, so naturally I invited Bob to play. It is clear we are in for a wild ride. #customerservice #customerexperience

    Episode 57 - Live ICMI show from Chicago with Bob Furniss Dec 05, 2019
    Show notes

    Live show with an in studio audience with my partner in crime Bob Furniss.

    • What CX means
    • Role of AI
    • Do we still need humans?
    • How do you get buy in from senior leaders
    • Much much more.
    #56 - What Leadership looks like w/Darren Ford Nov 22, 2019
    Show notes
    • Leadership lessons and career Mistakes
    • How do you continue to grow in your career
    • Bad bosses
    • What makes a good boss
    • Servant leadership in practice
    #55: Is Empathy a skill or an Emotion (With Bob Furniss) Oct 26, 2019
    Show notes
    • Effort vs Delight
    • Is effort sexy?
    • Is empathy a skill or an Emotion
    • What happens when you have to show empathy 27 times in a row
    • What happens when the company sucks but the agents are good.
    • Favorite customer survey question
    • @bobfurniss
    #53 What Leadership looks like with Bob Sep 27, 2019
    Show notes
    • Tell stories to be effective
    • 6:00 Why it is a tough gig
    • 7:29 Agents picks their own supervisors
    • 9:00 Recognize good agents
    • 9:37 What do you read
    • 11:00 Are you a traffic cop or a leader
    • 13:32 Tips for gaming the stats system
    • 19:28 The YMCA coaching method

    Attached is a must read list

    #52 - The most Honest Resume w/ Bob Furniss Sep 15, 2019
    Show notes

    Show Notes:

    • I start the show talking about my biggest career regret
    • Bob shares his opportunity to be one of the first Fedex employees
    • Interviewing for a job is like dating - everyone lies on the first date. Find a way to find out who your future boss is, pick the wrong one and you are screwed.
    • At any stage in your career you are, find a wave and ride it. Bob found Salesforce a decade ago before it became big in the service world.
    • I ask Bob about how he got comfortable bringing his whole self to work
    • Without warning I asked Bob about his daughter - Keesha, who passed away after a grueling battle with Cancer. It was emotional and powerful testimony on how his Why fuels him every day.
    • Bob talked about intimacy with your employees

    Learn more about Keesha's story at http://www.warriorprincess.org

    Follow Bob @Bobfurniss

    Episode 51- The formula for Perfect Customer Service Sep 05, 2019
    Show notes
    • Bob Furniss is a 40 Year veteran of the space
    • Customer Service Agent and Supervisor are the toughest jobs in the space
    • Human emotion has a formula that is changing in real time
    • As you improve Self Service the CS job gets harder
    • Level 1 customer Service is going out of business
    • Best Practices/Benchmarking should be you comparing customer's latest expectations with your level of service
    • Focus on getting a little better every day
    • Employees over Customers
    Episode 50 - Your CRM implementation will fail Aug 30, 2019
    Show notes

    - Odds are against you

    - Why are the odds against you?

    - What can you do?

    Episode 49 - The next Generation of Employees Aug 23, 2019
    Show notes

    -Explore gen 1, gen 2 and gen 3 service employees

    -What skills do you need now

    Episode 48 - Stop Promoting your best employees Aug 16, 2019
    Show notes

    - Leading people is hard

    - It is for the select few

    - You do not and should not promote your best people

    Previous 1 3 4 5 6 7 10 Next

    Related Podcasts

    How I Built This with Guy Raz

    1

    How I Built This with Guy Raz Business
    Planet Money

    2

    Planet Money Business
    Inside Strategic Coach: Connecting Entrepreneurs With What Really Matters

    3

    Inside Strategic Coach: Connecting Entrepreneurs With What Really Matters Business
    BiggerPockets Real Estate Podcast

    4

    BiggerPockets Real Estate Podcast Business
    The Smart Passive Income Online Business and Blogging Podcast

    5

    The Smart Passive Income Online Business and Blogging Podcast Business
    Bad With Money With Gabe Dunn

    6

    Bad With Money With Gabe Dunn Business
    footer-logo

    Contact Us

    Toll Free: 844-670-7747

    Links

    • Home
    • Top Charts
    • Networks
    • Apps
    • Independents Podcasts
    • Podcast Advertising
    • Podcast News
    • Contact Us
    • About Us
    • Analytics & Insights

    Stay Connected

      Privacy, Terms of Use & Our Code of Ethics Protecting Content Creators Copyrights