Contact Centre Courses

Practical Training for Advisers and Contact Centre Managers.

Our contact centre training courses are the cumulative output of our team’s experience working with contact centres in the UK and overseas. They provide practical guidance on how to apply and instil best practice, whether as an adviser or a manager.

Pick from courses focused on sales, customer care, coaching or dealing with difficult conversations – as well as programmes designed to develop softer skills and build emotional resilience.

All the courses have delivered real results and benefit from ongoing optimisation to reflect new legal requirements, channel shift and emerging best practice.

All related learning solutions on our dedicated Ember Real Results website

Telephone Communication Skills & Customer Care

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Sales Through Service

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Telephone Selling Skills

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Influencing Skills for Contact Centre Planners

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Dealing with Difficult Calls

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Personal Resilience for Contact Centres

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Best Practice in Quality Monitoring

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Call Coaching Skills

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Omni-Channel Skill Flexibility

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Essential Call & Contact Centre Management Skills

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Contact Centre Leadership Essentials

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Meet The Specialist

Carolyn Blunt

Managing Director of Ember Real Results

After completing a degree in Management Sciences at Manchester University, and a post-graduate Diploma in People Management (CIPD), Carolyn worked in HR and L&D for both large and small employers before becoming an in-house Training Consultant at Fujitsu Services in the Service Desk division.

In 2003 Carolyn set up Real Results Training Consultancy and remained very much in the world of Service Desks, Contact Centres and Customer Services, working with clients such as United Utilities, Bupa, Serco and the Co-operative Insurance designing both front line and leadership programmes and huge culture change programmes.

In 2016 Real Results merged with Ember to create Ember Real Results. We now work across all types of Customer Journeys and complement the projects delivered by the rest of the Ember Group.

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