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Articles - Nicola Millard

Nicola Millard, Principle Innovation Partner, BT Business

Connect with Nicola on LinkedIn

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What Will Shape the Contact Centres of 2025?

The Future of Contact Centres in 2025 Webinar featured image

Recorded Webinar: The Future of Contact Centres in 2025

10 Best Practices to Improve Customer Service Live Chat

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Our Top Webinars of 2024

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NetEasy: The latest Metric for your Contact Centre

20 Predictions for the Contact Centre of the Future

Make telesales people More Productive

25 Tips to Make Your Telesales People More Productive

4 Key Objectives to Improve Productivity and Customer Experience

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Customer Trends Shaping the Contact Centre of the Future

What Does the Future Hold for Customer Service?

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

The Future of Voice in the Contact Centre

It’s Not Empowerment Unless You Trust People

Online conference slides on the shape of the contact centre industry in 202 and beyond

Recorded Webinar: The Shape of the Contact Centre Industry In 2020 & Beyond

7 Ideas for Proactive Customer Service

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How to Calculate Customer Effort

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

How Will the Internet of Things Change the Contact Centre?

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

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How to Increase Work-From-Home Productivity

The Contact Centre of 2020

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

2020 vision: What will the call centre look like in ten years’ time

Keith Gait

Podcast – Contact Centre Evolution: Where Are We Heading?