Nicola Millard Archives - Contact Centre Helper

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

Recent Articles Most Viewed Articles

Top 10 Ways to Future-Proof Your Contact Centre

Top 10 Ways to Future-Proof Your Contact Centre

Are You Doing Enough to Future-Proof Your Agents?

Are You Doing Enough to Future-Proof Your Agents?

Are Chatbots the Tech We All Love to Hate?

Are Chatbots the Tech We All Love to Hate?

What Will Shape the Contact Centres of 2025?

What Will Shape the Contact Centres of 2025?

Recorded Webinar: The Future of Contact Centres in 2025

Recorded Webinar: The Future of Contact Centres in 2025

Our Top Webinars of 2024

Our Top Webinars of 2024

The Rise of Omnichannel CCaaS

The Rise of Omnichannel CCaaS

NICE Announces Annual Digital CX Week

NICE Announces Annual Digital CX Week

Survey Results: The Most Important Customer Service Skills

Survey Results: The Most Important Customer Service Skills

Recorded Webinar: The Contact Centre of the Future

Recorded Webinar: The Contact Centre of the Future

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

How Customers and Agents Are Responding to the Pandemic…

How to Increase Work-From-Home Productivity

How to Increase Work-From-Home Productivity

Recorded Webinar: The Contact Centre of the Future 2020

Recorded Webinar: The Contact Centre of the Future 2020

The Top 10 Trends in Digital Customer Engagement

The Top 10 Trends in Digital Customer Engagement

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

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

4 Key Objectives to Improve Productivity and Customer Experience

4 Key Objectives to Improve Productivity and Customer…

Customer Trends Shaping the Contact Centre of the Future

Customer Trends Shaping the Contact Centre of the Future

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

10 Quick Fixes to Deal With Increased Call Volumes…

Omnichannel Contact Centre Design Considerations That You Cannot Ignore

Omnichannel Contact Centre Design Considerations That…

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

Podcast: Channel Shift: How can we safely move customers…

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

The Contact Centre Podcast: Catch-up with Every Episode…

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

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

The Shape of the Contact Centre Industry in 2020 and Beyond

The Shape of the Contact Centre Industry in 2020 and…

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

Recorded Webinar: The Shape of the Contact Centre…

Are Your Team Leaders Too Busy Chasing Metrics?

Could Your Contact Centre Be Risking a Fine After 2nd August?

Is a Competency Framework Your Answer to Attrition?

Zoom Expands Revenue Accelerator With New AI Sales Features

UJET Tops Info-Tech’s 2026 Midmarket CCaaS Rankings

Guide: White Paper Test Jo

Guide: How to Build a Virtual Agent Your Customer Will Want to Use

Upcoming Events

4th August 2026

23rd August 2026

Contact.io Conference

How Automated Call Handling Improves Contact Centre ROI

Knowledge Automation: What Other Vendors Won’t Tell You

Upcoming Webinars

Webinar: How to Improve Trust in Automated Quality Monitoring

Webinar: 10 New Tactics to Boost Your C-SAT

Webinar: Are You Wasting Your CX Data’s Potential?