Search Results for - Carolyn Blunt

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Yellow phone placed down as a result of dead air time on customer service call
Seven Tips to Avoid Dead Air Time in Customer Service Calls
Here are seven pieces of advice to help avoid dead air time in customer service ..
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What Is Customer Rapport? And 15 Ways to Build It
Building rapport with customers is all about creating a common bond of trust, pa ..
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Top Tips to Improve Listening Skills on the Telephone
Telephone skills in the Contact Centre is essential. Here are some top tips on i ..
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Top 20 Motivational Games for the Contact Centre – Suitable for Office-Based Agents and Remote Workers
Here is a run-down of our favourite fun motivational games, designed to engage b ..
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Top 20 Examples of Rapport Building Statements
Our panel share their best examples of Rapport building statements to use over t ..
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Train Team Leaders Well
As part of our Contact Centre Manifesto series, our panel of training experts ex ..
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How to Improve Your Customer Service Listening Skills
Dave Salisbury discusses how contact centres can build customer listening skills ..
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10 Initiatives to Improve Induction Training
Carolyn Blunt, VP Davies Academy at Davies, shares 10 tips to transform your ind ..
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Make telesales people More Productive
25 Tips to Make Your Telesales People More Productive
Tips and techniques to improve the skills of your telesales and telemarketing ag ..
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Anatomy of a Good Call – Best practice… The Call
Introduction During their job interview your agents will have said that they are ..
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Top Tips for Induction Training Programmes
How did you feel on your first day of your new job? We all know that the inducti ..
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Signposting – Reduce Your Average Handling Time (AHT) by 15 Seconds
Carolyn Blunt highlights a technique that saves advisor (and customer) time on m ..
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5 Tips to Improve Your Call Centre Sales
Here are 5 tips to improve call centre sales conversion rates. Includes call ce ..
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21 Top Tips for Appointment Setting
Some appointment setting tips for how to ask over the phone. These sales appoint ..
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Young customer support executive working in modern office.
Handling Sales Objections Over The Telephone
How to handle objects in sales calls. Including techniques for objection handlin ..
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Supporting Vulnerable Customers in a Digital World
Carolyn Blunt shares her advice for better supporting vulnerable customers withi ..
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Recorded Webinar: Contact Centre Morale
Happy employees make happy customers. It’s an old cliché, but it’s ..
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C is for Customer
OK, I’ll put my neck on the line here.  The purpose of being in business is n ..
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9 Best Practices to Develop Call Quality Monitoring 
Here are some ways to help improve the call quality monitoring process, suggeste ..
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Strategies for developing and retaining talent in the contact centre
According to Contact Babel, some UK regions can employ up to 5% of the local pop ..
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B is for Boss
Carolyn Blunt looks back at her career and identifies how we can all become bett ..
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5 Mistakes Every Team Leader Should Avoid
Carolyn Blunt looks at the mistakes team leaders need to avoid if they want to g ..
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How to Design a Call Centre Training Programme
It is not unusual for agents to “learn the ropes” by listening in to ..
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exit door
How to Make Exit Interviews Work for You
Carolyn Blunt explains which questions you need to ask in your exit interviews a ..
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8 Benefits of Creating a Culture of Learning in Your Contact Centre
Having a contact centre where there is a strong culture of learning and developm ..
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Call Control Could Knock 20 Seconds off Your Average Handling Time (AHT)
Carolyn Blunt explains how advisors can take better control of customer calls †..
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Is Reducing Average Handling Time (AHT) a Good Idea?
Carolyn Blunt helps you to determine whether you have the right approach to redu ..
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The Contact Centre Podcast: Catch-up with Every Episode So Far!
We are delighted to share every episode of The Contact Centre Podcast with you v ..
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Most respected contact centre people – 2012
Here are the winners of our vote for the most respected people in the contact ce ..
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A is for Assertiveness
Assertiveness is ‘the ability to express one’s ideas, opinions and belie ..
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How to Develop Sales Focus in a Customer Service Team
Many contact centres are shifting their focus from service centres to service an ..
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Best Respected Awards – The Results
The votes have now been counted. The winner of our Best Respected Awards is̷ ..
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The Top 10 most respected Call Centre People – 2009
The votes are in and what a response! In the end we had a grand total of 1,448 v ..
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There’s Nothing Funny About Customer Service – or Is There?
In the past century, somewhere along the line, someone decided that business suc ..
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Average Handling Time (AHT) vs Customer Experience
Carolyn Blunt explains how to implement an Average Handling Time (AHT) reduction ..
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Can the weather affect the mood of the caller / contact centre?
We have just had the most depressing day of the year.  Monday 21st January was ..
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Who Cares Wins – How to focus on your customers
Even in a time of uncertainty where markets are shrinking, some organisations ca ..
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What to look for when buying… a Speech Analytics Solution
We asked our panel about the key features to look out for when purchasing a Spee ..
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Going from stress to stress? How to break the cycle
Stress can manifest itself in a range of symptoms and ultimately make you or you ..
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binoculars looking through
Watch out, there’s a customer about!
We all know exceptional customer service when we get it.  It can be so refreshi ..
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Involve Agents in Operations and Strategy
In this next part of our Contact Centre Manifesto series, we explain how to invo ..
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boxing kid
Are You Ready for the Toughest Generation of Customers yet: Generation Z?
For Generation Z, a world without internet, smartphones or social media doesn’ ..
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Using Gamification to Increase Contact Centre Engagement
For contact centre managers, one of the biggest challenges is keeping staff moti ..
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Five Ways to Win With Email Customer Service
Given the growing popularity of chat and social customer service, some people ma ..
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electric shock
5 Shocking Things Even big Contact Centres Are Failing at
Carolyn Blunt looks at the key areas of customer service even some of the big-br ..
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