Author Archives: Carolyn Blunt

It’s time to focus on the People

In the contact centre industry there is a constant drive to improve. Improve first time call resolution, improve average handling time, and improve systems through technology. But where do people fit into all of this? There has been such a strong emphasis on metrics and technology as key components for improving contact centre efficiency for […]

Will you be the reason your best people stay?

Staff attrition can be one of the most costly expenses for businesses and many would argue that effective employee engagement is one way to avoid losing your best people. Do you, as a manager, know what makes your staff members tick and are there ways to ensure you keep your best talent within the business? […]

Customer Service on the Go

By Carolyn Blunt, Managing Director, Real Results A phone is no longer just a phone. It’s a mini mobile personal computer that can do everything from delivering stock market statistics, to monitoring fitness, to communicating with clients anytime, anywhere using a wide range of apps and platforms. It’s great for customers, but many companies are […]

Digitilisation of customer service

Back in 2010, industry experts predicted that digitalization would play an increasingly important role in customer service. Six years down the line it’s very clear how customers are using technology to buy, shop and communicate with businesses. But have companies adapted enough to meet customer’s ever growing digital expectations? In a recent Oracle report, 64% […]

Sorry goes a long way

The vast majority of customer service stories begin with how things went wrong, however, it doesn’t have to end that way. Bill Gates says that “Your most unhappy customers are your greatest source of learning.” and I agree with this. When things go wrong, it’s a great opportunity to say ‘sorry’ and wow the customer […]

But they are farmers…..

In 2013, Johnny Georges became a You-tube sensation when his emotional plea on the entrepreneurial show – The Shark Tank aired. As the inventor of the tree T-pee, a water conservation system, Johnny had a very personalized approach to expanding his business. He’d been taught by his father – an inventor in his own right […]

The call centre dark side – why are some customers just so angry?

With all the talk of Star Wars I got to thinking about the dark side of contact centre life. There are days when working in this environment leaves you feeling like everyone’s punch bag. Fielding one angry call after another can be exhausting and demoralizing; even for seasoned contact centre agents. These angry customers that […]