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Articles - Nicola Millard

Nicola Millard, Principle Innovation Partner, BT Business

Connect with Nicola on LinkedIn

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Survey Results: The Most Important Customer Service Skills

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How Customers and Agents Are Responding to the Pandemic One Year On

Recorded Webinar: The Future of Customer Service

Recorded Webinar: The Contact Centre of the Future 2020

Recorded Webinar: Call Centre of the Future

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Chatbots: How Your Business SHOULD Be Using Them – With Examples

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What Will Happen to the Contact Centre in 2016 and Beyond?

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Omnichannel Contact Centre Design Considerations That You Cannot Ignore

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The Shape of the Contact Centre Industry in 2020 and Beyond

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7 Things They Won’t Tell You About Installing a Chatbot

What’s Next With… Multichannel?

Recorded Webinar: Latest Changes in Contact Centre Technology

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10 Quick Fixes to Deal With Increased Call Volumes (Updated!)

Keith Gait

Podcast – Contact Centre Evolution: Where Are We Heading?

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The Contact Centre Podcast: Catch-up with Every Episode So Far!

Podcast: Channel Shift: How can we safely move customers from one channel to another?

What Does the Future Hold for Customer Service?