Articles - Nicola Millard

Dr Nicola Millard, Principal Innovation Partner at BT Business

Dr Nicola Millard is a well-respected keynote speaker, author & researcher on futurology, psychology, & innovation in customer (CX) & employee experience (EX).

Connect with Nicola on LinkedIn

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What Will Shape the Contact Centres of 2025?
Make telesales people More Productive
25 Tips to Make Your Telesales People More Productive
What Does the Future Hold for Customer Service?
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10 Quick Fixes to Deal With Increased Call Volumes (Updated!)
4 Key Objectives to Improve Productivity and Customer Experience
10 Best Practices to Improve Customer Service Live Chat
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Our Top Webinars of 2024
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
The Future of Voice in the Contact Centre
20 Predictions for the Contact Centre of the Future
Podcast: Channel Shift: How can we safely move customers from one channel to another?
It’s Not Empowerment Unless You Trust People
7 Ideas for Proactive Customer Service
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Are Chatbots the Tech We All Love to Hate?
Are You Doing Enough to Future-Proof Your Agents?
Are You Doing Enough to Future-Proof Your Agents?
How Will the Internet of Things Change the Contact Centre?
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7 Things They Won’t Tell You About Installing a Chatbot
rowing effort
How to Calculate Customer Effort
The Contact Centre of 2020
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Omnichannel Contact Centre Design Considerations That You Cannot Ignore
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Chatbots: How Your Business SHOULD Be Using Them – With Examples
The Future of Contact Centres in 2025 Webinar featured image
Recorded Webinar: The Future of Contact Centres in 2025
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Survey Results: The Most Important Customer Service Skills
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How to Increase Work-From-Home Productivity