Articles - Carolyn Blunt

Carolyn Blunt is a Senior Director with over 25 years of experience across both start-ups and large corporations, specialising in talent strategy, leadership, and customer experience.

She has a proven track record in building high-performing teams and driving business growth through strategic leadership and talent development.

Currently, Carolyn serves as a Non-Executive Director (NED), advising organisations on navigating complex challenges, governance, and sustainable success. Her expertise spans a wide range of industries, where she aligns talent strategy with business objectives to deliver impactful transformations and long-term value.

Connect with Carolyn on LinkedIn

Recorded Webinar: How to Develop Active Listening in the Contact Centre
21 Top Tips for Appointment Setting
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
8 Benefits of Creating a Culture of Learning in Your Contact Centre
9 Best Practices to Develop Call Quality Monitoring 
Recorded Webinar: Call Monitoring Strategies
Make telesales people More Productive
25 Tips to Make Your Telesales People More Productive
How Should we Complain? And, How Should Companies Respond?
gamification icon
Using Gamification to Increase Contact Centre Engagement
Recorded Webinar : Motivating Agents to Deliver Better Customer Outcomes
31 Tips to Improve Customer Satisfaction
Five Ways to Win With Email Customer Service
onboarding plan
Top Tips for Induction Training Programmes
There’s Nothing Funny About Customer Service – or Is There?
boxing kid
Are You Ready for the Toughest Generation of Customers yet: Generation Z?
Recorded Webinar: Efficiency vs Effectiveness
Training Your Staff to Be Effective at Live Chat
Signposting – Reduce Your Average Handling Time (AHT) by 15 Seconds
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Involve Agents in Operations and Strategy
Call Control Could Knock 20 Seconds off Your Average Handling Time (AHT)
pointing at 360
360 Feedback – What It Is and Why It Works
cc agent headset
The Truth About Agent Empowerment (You Are Probably Getting It Wrong!)
Anatomy of a Good Call – Best practice… The Call
exit door
How to Make Exit Interviews Work for You