Carolyn Blunt is Managing Director of Real Results, a consultancy that works with contact centers to improve performance. Carolyn is especially renowned for identifying opportunities to improve customer experience and sales whilst creating efficiencies. Her team creatively lead culture change through people. Projects include ‘Liber8 The Human’ for Shop Direct which reached 1000 customer service and sales staff in 3 countries and Boots ‘The Balance’ a successful AHT reduction program for over 300 Advisors in their Nottingham HQ.
Carolyn is co-author (with Martin Hill-Wilson) of the book ‘Delivering Effective Social Customer Service’ published by Wiley. As an industry writer and speaker Carolyn was voted Most Respected Person in the UK Contact Centre Industry 2012-2014 by readers of Call Centre Helper Magazine. Carolyn is an engaging and trusted speaker for ‘Customer Contact Expo’, ‘The Forum’ and ‘Call Centre Helper’. Carolyn also creates e-learning for contact centre managers.