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
Previous
Nicola Millard, Principle Innovation Partner, BT Business
Connect with Nicola on LinkedIn
RECENT
POPULAR
How to Calculate Customer Effort
What Will Happen to the Contact Centre in 2016 and Beyond?
Recorded Webinar: Call Centre of the Future
What’s Next With… Multichannel?
What Does the Future Hold for Customer Service?
How Will the Internet of Things Change the Contact Centre?
Recorded Webinar: The Future of Customer Service
Best Respected Awards – The Results
The Future of Voice in the Contact Centre
The Contact Centre of 2020
Recorded Webinar: Contact Centre of the Future (2014)
NetEasy: The latest Metric for your Contact Centre
20 Predictions for the Contact Centre of the Future
Recorded Webinar: Contact Centre of the Future (2013)
It’s Not Empowerment Unless You Trust People
The Best Places to use Voice Self-Service
2020 vision: What will the call centre look like in ten years’ time
Previous
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!