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

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What to look for when buying… a Speech Analytics Solution
What is the Best Way to Improve First Contact Resolution?
NetPromoter vs Customer Effort – Which is Best?
What is the best metric for your contact centre?
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How can the contact centre become more visual?
Recorded Webinar: 10 Smart Ways to Improve Average Handling Time (AHT)
This Shouldn’t Happen to a Customer…
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How Do I.. Capture the Voice of the Customer?
Recorded Webinar: The Best Ways to Improve Customer Satisfaction
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How Do I… Overcome the Friday Slump?
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5 Shocking Things Even big Contact Centres Are Failing at
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Are your agents fresh and focused for each call?
The “Hard Times” customer retention guide
Going from stress to stress? How to break the cycle
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Watch out, there’s a customer about!
B is for Boss
C is for Customer
Recorded Webinar: Efficiency vs Effectiveness
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Are You Ready for the Toughest Generation of Customers yet: Generation Z?
There’s Nothing Funny About Customer Service – or Is There?
Recorded Webinar : Motivating Agents to Deliver Better Customer Outcomes
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Using Gamification to Increase Contact Centre Engagement
How Should we Complain? And, How Should Companies Respond?
Recorded Webinar: How to Develop Active Listening in the Contact Centre