Carolyn Blunt

Posts by Carolyn Blunt

Carolyn Blunt is a respected UK contact centre consultant with “Real Results”. She has been recently voted as one of the Top 50 contact centre thought leaders on Twitter. Carolyn is co-author of “Delivering Effective Social Customer Service”. Follow her on LinkedIn and Twitter.

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5 focus points to optimize omnichannel customer experience

WFM Strategy

5 focus points to optimize omnichannel customer experience

Carolyn Blunt Nov 01, 2022 4 min read

8 Ways to Improve Call Centre Employee Engagement

Employee Engagement

8 Ways to Improve Call Centre Employee Engagement

Carolyn Blunt Dec 20, 2016 3 min read

Level up Coaching and Customer Service with Speech Analytics

Operations Management

Level up Coaching and Customer Service with Speech Analytics

Carolyn Blunt Dec 05, 2016 4 min read

5 focus areas for perfect contact centre performance

Operations Management

5 focus areas for perfect contact centre performance

Carolyn Blunt Nov 07, 2016 8 min read

Is Customer Obsession a double edged sword?

Operations Management

Is Customer Obsession a double edged sword?

Carolyn Blunt May 31, 2016 3 min read

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Call Center Forecasting Methods Part 1: How to Forecast Workload

Occupancy, utilization, productivity: what’s the difference?

Occupancy, utilization, productivity: what’s the difference?

Occupancy in Contact Centers: Definition, Impact, & Management

Occupancy in Contact Centers: Definition, Impact, & Management

How to Apply Erlang C in Call Center Planning with Excel

How to Apply Erlang C in Call Center Planning with Excel