Translate
Home
Articles
Hints and Tips
Customer Experience
Employee Engagement
Service Strategy
Management
Skills
Life
Planning
Quality
Technology
Technology
Blogs
AI
Analytics
Contact Centre Software
CCaaS
Headsets
Knowledge Management
WFM
Quality
Voice of Customer
Insights
Business Insights
Blogs
Latest News
Events
Case Studies
Videos
Webinars
Forum
LinkedIn Community
Resources
Resources
Reports
Research
Hints & tips
Directory
Webinars
Recorded Webinars
Definitions
Newsletter
Webinars
Webinars
Recorded Webinars
Events
Videos
Tools
Tools
Erlang Calculator
Forecasting
Multi-Channel Calculator
Cheat Sheets
Dashboard Template
Schedule Adherence
Call Monitoring Form
Jargon
Erlang
Erlang Calculator
Erlang Calculation
Erlang Formula
Excel Calculator
Online Calculator
What is an Erlang?
Events
Events
Webinars
Recorded Webinars
Advertise
Advertise
Media Pack
About Us
☰
Articles - Nicola Millard
Next
Nicola Millard, Principle Innovation Partner, BT Business
Connect with Nicola on LinkedIn
RECENT
POPULAR
The Rise of Omnichannel CCaaS
NICE Announces Annual Digital CX Week
Survey Results: The Most Important Customer Service Skills
Recorded Webinar: The Contact Centre of the Future
How Customers and Agents Are Responding to the Pandemic One Year On
How to Increase Work-From-Home Productivity
Recorded Webinar: The Contact Centre of the Future 2020
The Top 10 Trends in Digital Customer Engagement
Chatbots: How Your Business SHOULD Be Using Them – With Examples
4 Key Objectives to Improve Productivity and Customer Experience
Customer Trends Shaping the Contact Centre of the Future
10 Quick Fixes to Deal With Increased Call Volumes (Updated!)
Podcast – Contact Centre Evolution: Where Are We Heading?
Omnichannel Contact Centre Design Considerations That You Cannot Ignore
Podcast: Channel Shift: How can we safely move customers from one channel to another?
The Contact Centre Podcast: Catch-up with Every Episode So Far!
7 Things They Won’t Tell You About Installing a Chatbot
The Shape of the Contact Centre Industry in 2020 and Beyond
Recorded Webinar: The Shape of the Contact Centre Industry In 2020 & Beyond
7 Ideas for Proactive Customer Service
Recorded Webinar: Latest Changes in Contact Centre Technology
10 Best Practices to Improve Customer Service Live Chat
Recorded Webinar: How Technology Can Help the Contact Centre Improve
25 Tips to Make Your Telesales People More Productive
Next
Editor's Pick
Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
10 Ways to Kick-Start Your Adherence Improvement Strategy
The 7 Cs of Effective Communication
Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!