Search Results for - Carolyn Blunt


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Search results for carolyn blunt

Here are seven pieces of advice to help minimise dead air time and enhance the quality of customer–advisor conversations. What Is Dead Air Time? Dead air time, which is the common name for periods of silence during a customer–advisor interaction, .. Read more...
Building rapport with customers is all about creating a common bond of trust, particularly over the phone. So, you must learn to empathise w .. Read more...
Introduction During their job interview your agents will have said that they are great communicators. You will have assessed their language skills, their ability to do the job technically, their levels of empathy and their general demeanour. You thought they .. Read more...
As part of our Contact Centre Manifesto series, our panel of training experts explain how to train your Team Leaders to best support your agents. The problem Team Leaders have the power to make or break the morale of their .. Read more...
How to handle objects in sales calls. Including techniques for objection handling in telesales and sales. Read more...
Telephone skills in the Contact Centre is essential. Here are some top tips on improving your call listening and communication skills. Read more...
Tips and techniques to improve the skills of your telesales and telemarketing agents and teams to be more effective. Read more...
Getting ‘in rapport’ with callers in the contact centre is a key skill for agents.  This is particularly true if they need to sell or create customer loyalty. Carolyn Blunt provides three simple tips.It can also be useful in generating .. Read more...
Here are some ways to help improve the call quality monitoring process, suggested by both Carolyn Blunt and our readers.   1. Make Mistakes Seem Easy to Fix Giving feedback is a vital part of the quality monitoring process, but .. Read more...
The votes have now been counted. The winner of our Best Respected Awards is… …Peter Ryan! Closely followed by Donavan Elliot and Rod Jones. A total of 3,821 votes were cast and we have received some wonderful feedback from all .. Read more...
There is a logical connection between effective listening and speedy call resolution.  Yet many agents, even the motivated ones, can sometimes miss a trick here.  Carolyn Blunt tells us why…. When calls are either high in volume or repetitive in .. Read more...
Many contact centres are shifting their focus from service centres to service and sales. While the trend towards sales through service makes good practical sense, some contact centre advisors may not see themselves as salespeople. Unfortunately, if a contact centre .. Read more...
In this next part of our Contact Centre Manifesto series, we explain how to involve the frontline in operational and strategic decision making. The problem Companies struggle to identify customer problems when contact centre agents already know what they are .. Read more...
Carolyn Blunt highlights a technique that saves advisor (and customer) time on many calls. “So I’ll need the long number on the front of your debit or credit card” the advisor told me over the phone when I called to .. Read more...
As we know, the role of the team leader is crucial to the effective development and retention of talented front-line agents.  Whilst the remit of the ‘leader’ role will vary depending upon the size of the organisation, there are some .. Read more...
The votes are in and what a response! In the end we had a grand total of 1,448 votes cast for a whole variety of characters in our call centre industry. It’s a real testament to the professionalism of call .. Read more...
Carolyn Blunt explains how to implement an Average Handling Time (AHT) reduction strategy while still maintaining an excellent customer experience. The Average Handling Time (AHT) metric gets a bad reputation at times in the world of Customer Experience. This is .. Read more...
Given the growing popularity of chat and social customer service, some people may think that email isn’t a channel to be overly concerned about any more. However, there are many customers that still prefer the privacy and convenience of email. .. Read more...
Carolyn Blunt, Managing Director of Ember Real Results, details how to best use e-learning in the contact centre.   Before we introduce the main uses for digital learning in the contact centre, it is important to first discuss the difference .. Read more...
Carolyn Blunt looks at the mistakes team leaders need to avoid if they want to get the very best from their agents. Feel like you’re being pulled in lots of different directions? You’re not alone. If you find it challenging .. Read more...
According to Contact Babel, some UK regions can employ up to 5% of the local population in contact centres. With such stiff competition for contact centre staff, how do we ensure that we can develop and retain talent?  Carolyn Blunt .. Read more...
Assertiveness is ‘the ability to express one’s ideas, opinions and beliefs openly and honestly, without violating the rights of others’.  Yet it is the part that says ‘without violating the rights of others’ that some people forget and inadvertently tip .. Read more...
We all know what good service feels like when we get it. Sadly we also know how bad service feels. From a contact centre perspective good service is relatively easy to do. Carolyn Blunt explores three key areas. The real .. Read more...
Carolyn Blunt explains how advisors can take better control of customer calls – and reduce Average Handling Time (AHT). Do you find that sometimes callers go off on a tangent? Or are you concerned that your calls always seem to .. Read more...
We asked our panel about the key features to look out for when purchasing a Speech Analytics solution. Real-time analytics Real-time monitoring is key to ensuring that any issues on a call are highlighted immediately and dealt with before they .. Read more...
Carolyn Blunt looks at the key areas of customer service even some of the big-brand contact centres are getting wrong. If you are a smaller contact centre it is quite normal to sigh wistfully at the bigger centres and wish .. Read more...
Business services and customer management consultancy, Ember Group, today announces the acquisition of training consultancy, Real Results Training Limited – a specialist Learning & Development consultancy with expertise in the customer contact industry. Working in the UK and internationally, and .. Read more...
Filed under - Call Centre News ,
Carolyn Blunt highlights a tool for improving the results from your annual employee reviews. The 360 feedback system For those of you not familiar with the 360 feedback system, this is exactly what it does. It takes a structured multi-source .. Read more...
One common question we are often asked is: ‘Isn’t everyone cutting back on training at the moment?’  The answer is ‘No!’  It costs, on average, five times more to attract a new customer than it does to retain an existing .. Read more...
  ‘Charisma’ is defined in the Oxford dictionary as ‘compelling attractiveness or charm’ and famous charismatic communicators include President Obama, George Clooney, Oprah Winfrey and Churchill.  If Churchill is in the list then we know charisma isn’t just about good .. Read more...
Stress can manifest itself in a range of symptoms and ultimately make you or your staff very ill.  Symptoms to watch out for include headaches, irritability and forgetfulness. In this article Carolyn Blunt looks at a range of techniques to .. Read more...
Webinar on Average Handling Time (AHT). Average Handling Time (AHT) is consistently rated as the most important metric in the contact centre.  It is easy to measure and provides a numerical guide as to the efficiency of the contact centre. .. Read more...
Carolyn Blunt helps you to determine whether you have the right approach to reducing AHT. So much is said and written about the average handling time (AHT) metric and the implications of using AHT in your contact centre. Some people .. Read more...
Carolyn Blunt explains which questions you need to ask in your exit interviews and what to do with the information you collect. In an ideal world, we’d find the right people, train them up and then they’d work for us .. Read more...
We have just had the most depressing day of the year.  Monday 21st January was known as Blue Monday.  It was also coupled with a cold snap and a recent bout of snow. We asked a number of our readers .. Read more...
We are all used to handling customer service complaints over the phone, but many are not so comfortable dealing with complaints in 140 characters. Carolyn Blunt gives some pointers. Over the past ten years we have focused on developing front .. Read more...
For Generation Z, a world without internet, smartphones or social media doesn’t exist, and answers to any question imaginable are just a click of a button away. How do you serve customers that are educated, resourceful, self-directed and impatient? Who .. Read more...
Carolyn Blunt explains why you need to be managing live chat and social media interactions differently from your other channels. So many companies maintain a very formal business language Today’s customer service operates through so many different contact channels. There .. Read more...
Active Listening is about fully concentrating on what is really being said, rather than just passively ‘hearing’ the message of the caller. It avoids the pitfalls of advisors jumping to conclusions. It can improve job effectiveness, the quality of the .. Read more...
Carolyn Blunt highlights a number of ways in which social media can be used to build customer loyalty. In case you haven’t already heard, many organisations are turning to their Net Promoter Score  (NPS) to gauge customer loyalty and as .. Read more...
In this webinar we asked our panel for their advice on the best ways to introduce and maintain agent empowerment – from measurement to ownership, and from technology to shift patterns Panellists – Carolyn Blunt – Real Results Training Emma .. Read more...
Carolyn Blunt explains how Twitter’s plan to change Direct Messaging could make it easier to contact your customers. This change will be great for social customer service because previously a brand or business had to follow the individual customer in .. Read more...
Filed under - Call Centre Life ,
Carolyn Blunt looks back at her career and identifies how we can all become better leaders. It was 1998.  A typical day for me in my role as team leader.  I leave the office every night, my head in a .. Read more...
OK, I’ll put my neck on the line here.  The purpose of being in business is not to make profit. The purpose of being in business is to create and keep customers. In this article, Carolyn Blunt looks at how .. Read more...
Webinar on building rapport. Building rapport with your customers is a great way to improve customer experience and also build sales. But in a busy contact centre environment, it is easy for rapport building to get missed. In this interactive .. Read more...

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