The Largest Online Community for Contact Centre Professionals

LinkedIn YouTube
Search
Menu
Close Close
LinkedIn YouTube
Open Sidebar
Follow us on LinkedIn

Nicola Millard

Nicola Millard, Principle Innovation Partner, BT Business

Connect with Nicola on LinkedIn

Filter Filter Filter
Recent Articles Most Viewed Articles

Category

Sub Category

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…

Podcast – Contact Centre Evolution: Where Are We Heading?

Podcast – Contact Centre Evolution: Where Are We…

Omnichannel Contact Centre Design Considerations That You Cannot Ignore

Omnichannel Contact Centre Design Considerations That…

Listen to Series One of The Contact Centre Podcast In Full

Listen to Series One of The Contact Centre Podcast In Full

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…

One Week Until the Launch of The Contact Centre Podcast

One Week Until the Launch of The Contact Centre Podcast

The Contact Centre Podcast – Coming Soon!

The Contact Centre Podcast – Coming Soon!

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

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

Close Close
Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise