Carolyn Blunt

Member Since: 28th Nov 2015
Carolyn Blunt is managing director of Ember Real Results, an organisation within the expert customer management consultancy Ember Group and that works with contact centres to improve performance through world-class training, coaching and learning. Carolyn is co-author of the book ‘Delivering Effective Social Customer Service’ published by Wiley.
Managing director Ember Real Results
11th Jun 2018
Average call handling time: Time to rethink the reviled metric
Average handling time has attracted a bad reputation. But with the service landscape changing, it shouldn't be ignored. Average handling...
Contact centres
14th Mar 2017
Three data deficiencies harming customer service - and how to address them
The digital world we live in has given people access to information, instantaneously and it has changed the way we communicate, buy things...
Channels
6th Dec 2013
RBS' Facebook failure: What it should have done differently
RBS boss admitted the bank "has to do better" amid two days of disruption, but for many customers the icing on the cake was the launch of...
Channels