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Articles - Nicola Millard

Nicola Millard, Principle Innovation Partner, BT Business

Connect with Nicola on LinkedIn

Make telesales people More Productive

25 Tips to Make Your Telesales People More Productive

10 Best Practices to Improve Customer Service Live Chat

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NetEasy: The latest Metric for your Contact Centre

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How to Calculate Customer Effort

4 Key Objectives to Improve Productivity and Customer Experience

How Will the Internet of Things Change the Contact Centre?

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The Rise of Omnichannel CCaaS

It’s Not Empowerment Unless You Trust People

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NICE Announces Annual Digital CX Week

The Future of Voice in the Contact Centre

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The Top 10 Trends in Digital Customer Engagement

20 Predictions for the Contact Centre of the Future

Best Respected Awards – The Results

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How to Increase Work-From-Home Productivity

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

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

Recorded Webinar: Contact Centre of the Future (2013)

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The Best Places to use Voice Self-Service

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Customer Trends Shaping the Contact Centre of the Future

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Recorded Webinar: The Contact Centre of the Future

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Recorded Webinar: Contact Centre of the Future (2014)

Recorded Webinar: How Technology Can Help the Contact Centre Improve

The Contact Centre of 2020