Search Results for - Carolyn Blunt

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rapport on chalkboard
15 Ways to Build Rapport With Customers
Building rapport with customers is all about creating a common bond of trust, pa ..
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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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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 Examples of Rapport Building Statements
Our panel share their best examples of Rapport building statements to use over t ..
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Top 20 Motivational Games for the Contact Centre
Here is a run-down of our favourite fun motivational games, designed to engage b ..
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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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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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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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Exceptional Customer Service Examples
In this article, we provide ten exceptional customer service examples that show ..
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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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Clear Calls Faster with Effective Listening
There is a logical connection between effective listening and speedy call resolu ..
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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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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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onboarding plan
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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Best Respected Awards – The Results
The votes have now been counted. The winner of our Best Respected Awards is̷ ..
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callminer webinar advert
Recorded Webinar: Contact Centre Morale
Happy employees make happy customers. It’s an old cliché, but it’s ..
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Rapport-Building Tips
Getting ‘in rapport’ with callers in the contact centre is a key skill for a ..
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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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Coaching Talkative Advisors to Provide Better Customer Service
Charlie Mitchell investigates how to deal with talkative advisors in the contact ..
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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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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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A photo of a call centre agent listening
How to Improve Your Customer Service Listening Skills
Dave Salisbury discusses how contact centres can build customer listening skills ..
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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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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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B is for Boss
Carolyn Blunt looks back at her career and identifies how we can all become bett ..
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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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A is for Assertiveness
Assertiveness is ‘the ability to express one’s ideas, opinions and belie ..
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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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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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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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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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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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Communicate with charisma…how to flick the charisma switch
  ‘Charisma’ is defined in the Oxford dictionary as ‘compelli ..
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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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pointing at 360
360 Feedback – What It Is and Why It Works
Carolyn Blunt highlights a tool for improving the results from your annual emplo ..
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Are Your Social Media Interactions Too Formal?
Carolyn Blunt explains why you need to be managing live chat and social media in ..
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lady gesturing yes
How to Give Great Customer Service
We all know what good service feels like when we get it. Sadly we also know how ..
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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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New starter concept with person opening office door
10 Initiatives to Improve Induction Training
Carolyn Blunt, VP Davies Academy at Davies, shares 10 tips to transform your ind ..
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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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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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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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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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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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How Should we Complain? And, How Should Companies Respond?
This week it was announced that BT will be fined £42m by Ofcom for breaching co ..
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