First Contact Podcast | Season 3 | Episode 6 Embracing Mistakes and Putting People First, a CX Approach with Bob Furniss Embracing Mistakes and Putting People First, a CX Approach with Bob Furnisshttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png HOST Christian Montes Executive Vice President Client Operations 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 For almost 40 years, Bob’s career has focused on helping companies improve their customer experience. As a practice leader, his teams drive customer success by designing effective service and support strategies across all channels, with a focus on Salesforce, the world’s leading customer engagement platform. He has consulted with many of the top brands worldwide – and received the prestigious ICMI Lifetime Achievement Award in 2017 for his work in the contact center industry. https://nobelbiz.com/wp-content/uploads/2022/07/Furniss-roundpic.png GUEST Bob Furniss Senior Director, Global Salesforce at Slalom Explore more from this episode... Video The importance of making bad decisions Bob shares a story from the early stages of his career working as a nighttime supervisor. There is no learning without failing and making bad decisions; Bob's story resonates with many contact center professionals even to this day. Video + Article Hiring people that fit the service mentality In an industry of people working with people, we asked Bob how is he finding the right person for the customer service role? He came up with an important question that allows him to look for people that fit the service mentality. Video Tools that ensure a higher customer satisfaction level How to make sure you have a great agent experience that can provide a great customer experience, especially when we're starting to see technologies more and more in the world of agent assists, real-time guidance that boost agent empowerment. Video AI is only as good as the training it is given by a human Being able to perform in this industry means being in the moment. Bob thinks what's missing right now with the remote transition is a lack of engagement. Find out how self-service redefines this. Video + Article How does a company own a customer’s moment Ownership and permission for agents might be one of the most overlooked aspects of training in contact centers. When the agents are trained properly, they own the moment and increase customer service satisfaction. Video The need for contact centers to have a digital front door In this new architecture of a remote world, the pandemic accelerated the need for contact centers to have a digital front door. But what does it mean exactly, and what are the implications for agent engagement? Video Keesha Warriors and a lesson on how to live In honor of his daughter, Bob founded a nonprofit to raise awareness of breast cancer. Bob shares the emotional story and discusses the mission of the organization to save lives by increasing early detection and diagnosis. MORE PODCAST EPISODES FROM THE CONTACT CENTER INDUSTRY... Let's Get to Work and Make Your Contact Center Better!