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Articles - Colin Mann

Colin Mann is Global Demand Generation Director at Enghouse Interactive.

Connect with Colin on LinkedIn

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Tips to Reduce Call Queue Time

What is Self-Service and Why Should Contact Centres Offer It?

Self-Service and Why Contact Centres Should Offer It

Tips to Reduce Repeat Contacts Video Cover

Tips to Reduce Repeat Contacts

Why FCR Matters Video Cover

Why FCR Matters and How to Measure It

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15 Ways Contact Centre Technology Can Help Address Inefficiencies

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Editor's Pick

Thumbnail The Essential Guide to WFM – Key Features to Look For

The Essential Guide to WFM – Key Features to Look For

Thumbnail 21 Amazing Habits to Foster in Your Frontline Agents

21 Amazing Habits to Foster in Your Frontline Agents

Thumbnail How to Develop Empathy as a Skill in Your Frontline Teams

How to Develop Empathy as a Skill in Your Frontline Teams

Thumbnail Tackle the 3 A’s – Absence, Agent Burnout, and Attrition

Tackle the 3 A’s – Absence, Agent Burnout, and Attrition

Latest Resources

Report: Generative AI Essentials for CX Leaders

Report: Generative AI Essentials for CX Leaders

White Paper: Future-Proof Your Contact Center for the Next Generation of Retail CX

White Paper: Future-Proof Your Contact Center for the Next Generation of Retail CX

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Latest Insights

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Optimize Occupancy With the Right WFM Solution

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Predicting the Future of the Contact Centre: The Conscious Contact Centre as a Service CCCaaS

Featured Articles

Thumbnail The Key Elements of a CX Lifecycle and Ways to Improve It

The Key Elements of a CX Lifecycle and Ways to Improve It

Thumbnail 21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

Thumbnail What is Attrition Rate and How to Calculate It

What is Attrition Rate and How to Calculate It

Thumbnail The Top 10 Call-Closing Statement Examples

The Top 10 Call-Closing Statement Examples

Popular Pages

Thumbnail The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day

The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day

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The Top 50 Words to Describe Yourself on Your CV in 2024

Thumbnail Contact Centre Dashboard Excel Template

Contact Centre Dashboard Excel Template

Thumbnail Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?

Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?

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