Best Bob Furniss Podcasts (2025)

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265. From Patient to Powerhouse: Taking Control Through Lifestyle, Learning & Community with Dr. Tiffany Troso 42:02

16d ago42:02

42:02

Love the episode? Send us a text! In this episode of Breast Cancer Conversations, I had the pleasure of interviewing Dr. Tiffany Troso Sandoval, a highly esteemed medical oncologist who has dedicated over 25 years to treating women's cancers. Dr. Troso shared her extensive experience and insights into the evolving landscape of oncology, particularl…

1
BPO Success vs Failure 15:04

1M ago15:04

15:04

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the intersection of sports fandom and the business of contact centers, particularly focusing on business process outsourcing (BPO). They explore the reasons companies choose to outsource their customer service operations, the challenges involved, and the evolving landscape of the BP…

1
264. Rebuilding Intimacy Post-Diagnosis: A Conversation on Sexual Health and Relationships with Tiffini Sharifi 41:30

2M ago41:30

41:30

Love the episode? Send us a text! A cancer diagnosis is life-changing. For individuals navigating breast cancer, the focus often centers on survival—completing treatment, managing side effects, and getting back to “normal.” But for many survivors, what follows is far from familiar. The emotional, physical, and relational impacts of cancer can linge…

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263. From Grief to Advocacy: A Father’s Mission for Early Detection in Young Women with Bob Furniss 39:36

2M ago39:36

39:36

Love the episode? Send us a text! In this episode of Breast Cancer Conversations, I had the privilege of speaking with Bob Furniss, a father, husband, and author who has turned his family’s heartbreaking experience with breast cancer into a mission to educate and advocate for early detection. Bob and his wife Susan founded the nonprofit WarriorPrin…

1
Bob's new book: on to blue 35:08

2M ago35:08

35:08

Summary In this heartfelt conversation, Bob Furniss shares the story of his daughter Keisha, who bravely battled breast cancer and inspired many through her positivity and strength. Bob discusses the impact of her life, the challenges of writing a book about her journey, and the mission of the nonprofit established in her honor to raise awareness a…

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262. What a Holistic Nutritionist Wants Every Cancer Patient to Know About Food & Wellness with Cindy Fortuna 44:05

2M ago44:05

44:05

Love the episode? Send us a text! In this episode of Breast Cancer Conversations, I had the pleasure of speaking with Cindy Fortuna, a registered holistic nutritionist who specializes in supporting individuals navigating and recovering from cancer. Cindy brings a wealth of knowledge and personal experience to the table, having faced her own cancer …

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261. Beyond Medicine: Forest Therapy and Cancer Recovery with Regan Stacey 43:19

2M ago43:19

43:19

Love the episode? Send us a text! How A Walk in the Woods Changed Everything: Regan’s Story of Healing and Breast Cancer Survival In this episode of Breast Cancer Conversations, I had the pleasure of speaking with Regan Stacey, a breast cancer survivor and advocate for the healing power of nature. We delved into the profound impact that connecting …

1
Why phone service won't go away 15:38

3M ago15:38

15:38

Summary In this conversation, Amas Tenumah and Bob Furniss discuss various aspects of customer service, focusing on trends, the importance of human interaction, and the role of AI. They reflect on personal experiences with customer service, emphasizing the need for effective communication and the challenges faced by contact centers. The discussion …

1
260. Why Every Breast Cancer Survivor Should Try Pilates with Guest Nina Prol 24:58

3M ago24:58

24:58

Love the episode? Send us a text! In this episode, I had the pleasure of speaking with Nina Prol, an experienced oncology nurse and SurvivingBreastCancer.org's amazing Pilates instructor. Nina has been a vital part of our community, offering free, virtual Pilates classes that are accessible to anyone. We dive into the benefits of Pilates, especiall…

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259. 23andMe Found my BRCA Mutation with Debbie Lesser 35:57

3M ago35:57

35:57

Love the episode? Send us a text! Genetic tests like 23andMe are perceived as a fun and engaging way to explore family history, However, the implications of genetic testing extend beyond mere curiosity about ancestry; they touch on the very fabric of our lives and the lives of our loved ones. For those who discover they carry genes associated with …

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258. From Diagnosis to Downward Dog How Yoga Can Heal with Kate Garcia and Jen Tipton 37:36

3M ago37:36

37:36

Love the episode? Send us a text! In the podcast episode, I speak with Kate Garcia and Jen Tipton, and discuss the significant role that yoga can play in the lives of breast cancer survivors and thrivers. Both Kate and Jen lead yoga classes for our SurvivingBreastCancer.org (SBC) community and they share their personal experiences and insights on h…

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257. What is Oncofertility? How To Navigate Genetics Fertility and Cancer Care 49:34

4M ago49:34

49:34

Love the episode? Send us a text! In this episode of Breast Cancer Conversations, I, Laura Carfing, founder of survivingbreastcancer.org, delve into the critical topic of fertility preservation and genetic counseling for breast cancer patients. Joined by Alejandra Bernal, a genetic counseling student at the University of Pittsburgh, and Melissa Bou…

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Enabling frontline leaders 19:42

4M ago19:42

19:42

This conversation delves into the critical role of frontline supervisors in contact centers, exploring the challenges they face, the future of their roles amidst technological advancements, and effective leadership strategies to support them. The discussion emphasizes the importance of human connection in leadership and the need for organizations t…

1
Agentic AI vs. Human 17:19

4M ago17:19

17:19

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of contact centers, particularly focusing on Microsoft's recent rebranding efforts that redefine the term 'agent' to refer to bots rather than human representatives. They explore the implications of this shift, the role of technology in customer service, and t…

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256. Beyond the New Normal: Building Strength After Cancer Through Nutrition and Empowerment with Dr. Amy Morris 39:46

4M ago39:46

39:46

Love the episode? Send us a text! In this episode of Breast Cancer Conversations, host Laura Carfang welcomes Dr. Amy Morris, an ovarian cancer survivor and cancer researcher, to discuss navigating health and wellness post-cancer diagnosis. We delve into essential topics such as the side effects of treatments like chemotherapy, radiation, and hormo…

1
Enabling Frontline leadership 17:38

4M ago17:38

17:38

In this conversation, Amas Tenumah and Bob Furniss discuss the critical issues surrounding employee engagement and retention, particularly in contact centers. They explore the impact of leadership on employee satisfaction, the importance of proper training for supervisors, and the need for organizations to create a supportive work environment. The …

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What to do about NPS 21:51

5M ago21:51

21:51

In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer satisfaction metrics, particularly focusing on the Net Promoter Score (NPS). They explore the origins of NPS, its initial impact on customer sentiment, and the criticisms it has faced over the years. The discussion highlights the importance of understandin…

1
HP adds 15 minute mandatory hold time 17:22

5M ago17:22

17:22

Summary In this engaging conversation, Amas Tenumah and Bob Furniss discuss the challenges and implications of automation in customer service, particularly focusing on HP's controversial decision to implement a 15-minute wait time for customers to encourage self-service. They explore customer preferences, the impact of wait times on experience, and…

1
AI will not replace humans in service 21:48

5M ago21:48

21:48

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the evolving landscape of customer service, particularly the role of AI and human agents. They reflect on the impact of AI technologies on contact centers, emphasizing that while AI can enhance efficiency, the human element remains crucial. They reference Klana's recent shift back t…

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255. My Mom and I Were Diagnosed With Breast Cancer In The Same Year | With Kathleen Moss 46:28

6M ago46:28

46:28

Love the episode? Send us a text! In this episode of Breast Cancer Conversations, I had the pleasure of speaking with Kathleen Moss, a nutritionist from Portland, Oregon, who shared her journey with breast cancer. Kathleen's story is both unique and insightful, as she was diagnosed with lobular breast cancer after a decade of screening and monitori…

1
Attributes of a good leader 17:46

6M ago17:46

17:46

Summary In this conversation, Amas Tenumah and Bob Furniss explore the critical themes of leadership, empathy, and the evolving dynamics in contact centers, especially in the context of AI integration. They discuss the importance of creating a safe and trusting environment for employees, the need for compassion in leadership, and the distinction be…

1
Return to work challenges 14:33

6M ago14:33

14:33

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the ongoing shift back to office work post-COVID, the challenges of hybrid work models, and the importance of thoughtful leadership in contact centers. They explore the reasons behind companies' push for employees to return to the office, the impact of remote work on productivity, a…

1
Can empathy be taught? 19:50

7M ago19:50

19:50

Summary In this conversation, Amas Tenumah and Bob Furniss discuss the essential skills for success in customer service roles, emphasizing the importance of empathy, authenticity, and a positive attitude. They explore how these skills can be taught or innate, and the impact of genuine interactions on customer experiences. The discussion highlights …

1
254. Breast Cancer in Younger Women: Navigating Survivorship, Surgery Choices, and Lymphedema with Dr. Kohli 41:29

7M ago41:29

41:29

Love the episode? Send us a text! In this episode of Breast Cancer Conversations, I had the pleasure of speaking with Dr. Kohli, the Director of Breast Surgery at Monmouth Medical Center in New Jersey. We delved into the multifaceted journey of breast cancer survivorship, emphasizing the importance of treating the whole person, not just the disease…

1
Government intervention in service? 14:33

7M ago14:33

14:33

Takeaways Customer service experiences can be frustrating and time-consuming. Government intervention may be necessary to improve customer service standards. Companies often fail to address their own customer service issues. The experience of customers with disabilities is often overlooked. Regulations in Europe provide clearer guidelines for custo…

1
Don't be a statistic 20:31

7M ago20:31

20:31

Summary In this engaging conversation, Amas Tenumah and Bob Furniss discuss the challenges of employee engagement and satisfaction in the workplace, particularly in the context of returning from time off. They explore the importance of recognition, meaningful work, and the impact of relationships on employee well-being. The discussion also touches …

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253. Breast Reconstruction and Plastic Surgery Explained: Expert Insights from Dr. Thomas Francel 34:43

7M ago34:43

34:43

Love the episode? Send us a text! I had the pleasure of speaking with Dr. Thomas Francel, a plastic surgeon specializing in breast reconstruction. One of the key takeaways from our conversation was the importance of personalized care. Dr. Francel stressed that each patient's journey is unique, and decisions regarding reconstruction should be made b…

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2024 in review 20:40

8M ago20:40

20:40

Summary In this conversation, Amas Tenumah and Bob Furniss reflect on the year 2024 in customer service, discussing persistent challenges in contact centers, the evolution of work-from-home practices, and changing customer expectations regarding returns. They also share personal anecdotes about memorable holiday gifts and emphasize the importance o…

1
Humans vs Policy 17:25

8M ago17:25

17:25

Summary In this conversation, Amas Tenumah and Bob Furniss discuss various themes surrounding customer experience, particularly in the context of recent tragic events and the impact of societal anger on service interactions. They explore the quality of food at conferences, the implications of a recent murder related to healthcare dissatisfaction, a…

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252. What is Energy Medicine with Inflammatory Breast Cancer Survivor Dianne Faure 41:48

8M ago41:48

41:48

Love the episode? Send us a text! In this episode of Breast Cancer Conversations, I had the pleasure of speaking with Dianne Faure, an attorney, author, teacher, advanced Eden energy medicine practitioner, and massage therapist. Dianne shared her incredible journey of using energy medicine to manage and overcome various health issues, including her…

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251. The Power of Storytelling in Breast Cancer: Lessons from Cancer Bitch Author S.L. Wisenberg 44:42

9M ago44:42

44:42

Love the episode? Send us a text! In this episode of Breast Cancer Conversations, I had the pleasure of speaking with S.L. Wisenberg, a self-described "one-breasted feminist" and author of "The Adventures of Cancer Bitch." S.L. shared her journey of being diagnosed with stage 2A breast cancer in 2007, undergoing a mastectomy and chemotherapy, and h…

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250. Redefining Palliative Care and The Role of Supportive Care in Cancer Treatment with Dr. Janet Abrahm 52:45

9M ago52:45

52:45

Love the episode? Send us a text! Dr. Janet Abrahm reshapes the common perception of palliative care, emphasizing that it should not be viewed solely as end-of-life support, but rather as an essential form of supportive care that can significantly improve patient outcomes and quality of life when integrated early. With over 20 years of experience a…

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249. Preparing for Breast Cancer Surgery: What You Need to Know with Dr. Tammaro 47:48

10M ago47:48

47:48

Love the episode? Send us a text! Breast cancer is a deeply personal journey. As the landscape of breast cancer treatment evolves, understanding the surgical options available becomes crucial for patients navigating this challenging experience. In this episode, we speak with Dr. Yolanda Tamero, a breast surgical oncologist, who provides invaluable …

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248. Enhancing Patient-Provider Communication in Breast Cancer Care with Stephanie S. Abbott 48:11

10M ago48:11

48:11

Love the episode? Send us a text! In this episode of Breast Cancer Conversations, I had the pleasure of speaking with Stephanie S. Abbott, a remarkable individual who has navigated the complex worlds of both healthcare administration and cancer survivorship. Stephanie brings a unique perspective, having served in multiple leadership roles in health…

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247. Navigating Gender Bias and Legislation in Women's Health with Dr. Amani Jambhekar 39:38

10M ago39:38

39:38

Love the episode? Send us a text! In this episode of Breast Cancer Conversations, I had the pleasure of speaking with the incredible Dr. Amani Jambhekar, a board-certified general surgeon and medical director for surgical breast oncology at Christus St. Vincent in Santa Fe, New Mexico. Dr. Jambhekar shared her journey from Texas to New Mexico, driv…

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246. Transforming Lives: Heather Salazar on Adoption, Cancer, and Pink Ribbon Good 37:11

10M ago37:11

37:11

Love the episode? Send us a text! In this episode, I had the honor of speaking with Heather Salazar, an incredible woman whose journey through breast cancer led her to create the impactful nonprofit, Pink Ribbon Good. Heather's story is one of resilience, compassion, and dedication to helping others. Heather shared her powerful narrative, starting …

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Why Hybrid work is so hard to manage 16:22

11M ago16:22

16:22

Summary In this episode, Amas and Bob discuss the complexities of hybrid work, particularly in the context of contact centers. They explore the evolution of remote work, the challenges of engaging employees in a hybrid environment, and the strategies leaders can implement to ensure success. The conversation highlights the importance of digital comm…

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245. The Role of Advanced Imaging in Breast Cancer Diagnosis and Treatment 47:43

11M ago47:43

47:43

Love the episode? Send us a text! In this episode of Breast Cancer Conversations, we delve into the complexities of living with a metastatic breast cancer diagnosis and explore the various diagnostic and treatment options available. Our panel includes Dr. Groteluschen, a medical oncologist from Green Bay Oncology, Tammy, a patient living with metas…

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244. Understanding Nurse Navigation: Support and Resources for Cancer Patients 48:33

11M ago48:33

48:33

Love the episode? Send us a text! In the realm of breast cancer treatment, nurse navigators play a pivotal role in guiding patients through the complexities of their diagnosis and treatment. This episode of "Breast Cancer Conversations" features insights from Colleen Beguin, Amanda Kuller from Honor Health and Lourdes Heras, a patient advocate at S…

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Is training the problem? 16:37

11M ago16:37

16:37

**Key Highlights:** 1. **Introduction:** - Bob enjoys the banter with Amas about customer service challenges. 2. **Sister's Experience:** - Amas shares a story from his sister about difficulties in returning items, highlighting widespread customer service frustrations. - Discussion shifts to training as a core issue in service quality. 3. **The Tra…

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243. Emotional and Physical Challenges Post-Treatment. Katrece Nolen on IBC Survivorship 19:01

11M ago19:01

19:01

Love the episode? Send us a text! Katrece's journey began in her late 30s, a time when many women may not consider themselves at risk for breast cancer. With no known family history of the disease, she was caught off guard when she noticed a physical change in her body—one breast appeared larger than the other. This seemingly benign observation led…

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Attrition and loneliness 17:12

11M ago17:12

17:12

**Podcast Summary: Tackling Contact Center Attrition** In this episode, Amas and Bob dive into the persistent challenge of attrition in contact centers. They reminisce about Amas's experience running a center in the mid-2000s, where the attrition rate hovered around 7-9%. Surprisingly, even after 15 years, the current rate remains about the same. T…

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242. Breaking Barriers: Advocating for Yourself When You Have Inflammatory Breast Cancer with Katrece Nolen Part I 41:49

11M ago41:49

41:49

Love the episode? Send us a text! I had the privilege of speaking with Katrece Nolen, a breast cancer survivor from Northern Virginia. We had such a lovely and long conversation that I ended up producing this episode in two parts. Today we dive into Katrece’s compelling story with inflammatory breast cancer (IBC). Diagnosed in her late 30s, Katrece…

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The future of knowledge 19:39

12M ago19:39

19:39

In this episode, Amas and Bob dive into the ongoing struggle with knowledge management in contact centers—a problem that's been around since the Clinton administration. Despite years of technological advancements, knowledge management remains a significant challenge, with many customer service representatives still struggling to find the right info…

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Value of In person events 7:32

12M ago7:32

7:32

***Episode Highlights:** 1. **In-Person Events vs. Online Meetings:** - Amas and Bob discuss the value of attending in-person events in an era dominated by virtual meetings. They argue that face-to-face interactions foster deeper connections, networking, and learning opportunities that virtual settings can't fully replicate. 2. **The Importance of …

1
Contact center leadership post covid 18:26

1y ago18:26

18:26

In this episode of the Contact Center Show, co-hosts Bob Furness and Amas reconnect to discuss the evolving landscape of contact centers, focusing on the challenges faced by agents in today’s complex work environment. They delve into the increasing isolation that many agents experience, particularly with the rise of remote and hybrid work models. A…

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241. FES PET vs FDG PET CT Scans: Which is Best for Metastatic Breast Cancer? 38:29

1y ago38:29

38:29

Love the episode? Send us a text! In today's episode, we delve into the world of PET scans and other imaging modalities crucial for accurate diagnosis and staging of breast cancer. We are joined by two incredible guests: Dr. Kiser, the Medical Director of Molecular Imaging for Carilion Clinic, and Pam Kohl, a patient advocate living with metastatic…

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Can AI fix the call center agent experience? 14:01

1y ago14:01

14:01

Welcome back to the Contact Center Show! Amas and Bob kick off a new season with a dynamic conversation about the state of contact centers and the experiences of contact center agents. **Amas:** "Bob, it’s so good to see you again. How have you been?" **Bob:** "I’m doing well, Amas. It’s great to be back in front of the mic." The duo dives into the…

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240. Understanding Nuclear Medicine in Breast Cancer Care. What Every Patient Needs To Know 23:56

1y ago23:56

23:56

Love the episode? Send us a text! In this episode of Breast Cancer Conversations, we delve into the critical topic of nuclear medicine and its role in breast cancer diagnosis and treatment. As a breast cancer survivor and advocate, I understand the anxiety that comes with scans involving radioactive tracers. Today, we aim to demystify this process …

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239. Dating, Sex, & Love with Cancer 55:43

1y ago55:43

55:43

Love the episode? Send us a text! In this episode we are joined by Dr. Katherine Benedict, a Clinical Psychologist at Stanford University, along with patient advocates Delta James and Roxana Guerrera, to discuss the topic of dating, sex, and love after a breast cancer diagnosis. We highlight the importance of normalizing the challenges and complexi…

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