Contact Centre Immersion Package

Raise Your Contact Centre Performance With Our 3-Day Intensive Review.

Our Contact Centre Immersion service is a three-day intensive review of your contact centre performance, against your targets, industry benchmarks and your business goals.

Our team of specialists will examine current activity and processes from different perspectives, talking to frontline staff and management. We’ll combine our findings to help you understand:

  • How you compare against your competitors
  • What areas are ripe for performance improvement or process changes
  • Where you should invest: training, technology or both

The three-day process typically includes gathering contextual information about your contact centre and its function in your business, call listening, focus groups (including with stakeholders) and detailed multi-channel contact analysis.

At the end of day 3, we’ll present our interim findings – enabling you to take action straight away – and follow this up with a comprehensive report and recommendations.

Our process at a glance

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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Testimonials

"Carolyn will quickly understand your business and identify areas for improvement. She is always on the end of the phone for you to pick her brains and is well connected to offer further ideas and contacts."

- Brookson

"Carolyn creatively redesigned our Quality Framework swiftly and with real energy. Her team then successfully trained all our managers in e ective coaching. The feedback has been fantastic and we are re-establishing a coaching culture in the contact centre that will increase conversion and improve customer experiences. I highly recommend Carolyn and her team to anyone looking to improve contact centre performance quickly."

- Autoglass

"Carolyn's training need analysis was spot on and the interventions we ran with Ember really hit the mark. We got a 14% uplift in performance conversations, which equates to 140 + people now having conversations they didn't have before. Our customers are really benefiting from this."

- BUPA UK