Author Archives: Carolyn Blunt

How to get your Customers to help themselves

We live in a society that is so used to finding answers for themselves that self-service is becoming the norm. In terms of customer service, statistics show that 81% of customers would prefer to use self-service channels. And it’s not just the convenience factor – with quicker and easier access to information and community forums, […]

How do you balance Human vs Machine?

Digital transformation offers many exciting opportunities to enhance the customer experience. But does this mean that machines should be replacing humans, or is their role better suited to supporting them in customer service roles? This is the debate that many businesses are facing. It’s about finding the balance between what technology can offer in terms […]

Redefining Customer Centricity

Historically most businesses consider that if their product or service saves customers time, money or effort then then are on the right track for success. While this may have some truth to it, research shows that it’s not that simplistic. In a recent Harvard Business Review article it was suggested that what customer’s value may […]

5 Ways to be a Customer Superhero

When customers contact your organization they are looking for one thing: a superhero to solve their problems. It doesn’t really matter how the problem came about as much as finding that magical solution that doesn’t involve a lot of effort or stress on their part. Yes it may seem overly simplified and idealistic, but at […]

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 […]