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Nicola Millard

Nicola Millard, Principle Innovation Partner, BT Business

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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…

7 Ideas for Proactive Customer Service

7 Ideas for Proactive Customer Service

Recorded Webinar: Latest Changes in Contact Centre Technology

Recorded Webinar: Latest Changes in Contact Centre…

10 Best Practices to Improve Customer Service Live Chat

10 Best Practices to Improve Customer Service Live Chat

Recorded Webinar: How Technology Can Help the Contact Centre Improve

Recorded Webinar: How Technology Can Help the Contact…

Analysts to Debate ‘the Future of Customer Experience’ at CX17

Analysts to Debate ‘the Future of Customer Experience’…

CX17: Enghouse Interactive Introduce the Customer Experience Event

CX17: Enghouse Interactive Introduce the Customer…

The Debate: How Should Organisations Be Using Artificial Intelligence?

The Debate: How Should Organisations Be Using Artificial…

Wayfair’s Innovative Recruitment Methods Help Drive Their Award-Winning Customer Service

Wayfair’s Innovative Recruitment Methods Help…

25 Tips to Make Your Telesales People More Productive

25 Tips to Make Your Telesales People More Productive

How to Calculate Customer Effort

How to Calculate Customer Effort

Enghouse Interactive Heralds “The Age of the Digital Customer” at CX16 Customer Experience Event

Enghouse Interactive Heralds “The Age of the Digital…

Your Guide to Expo 2016

Your Guide to Expo 2016

What Will Happen to the Contact Centre in 2016 and Beyond?

What Will Happen to the Contact Centre in 2016 and Beyond?

Recorded Webinar: Call Centre of the Future

Recorded Webinar: Call Centre of the Future

What’s Next With… Multichannel?

What’s Next With… Multichannel?

What Does the Future Hold for Customer Service?

What Does the Future Hold for Customer Service?

Customer Contact Expo Announces Conference Line-Up

Customer Contact Expo Announces Conference Line-Up

How Will the Internet of Things Change the Contact Centre?

How Will the Internet of Things Change the Contact Centre?

Asia Embraces WhatsApp for Customer Service

Asia Embraces WhatsApp for Customer Service

Recorded Webinar: The Future of Customer Service

Recorded Webinar: The Future of Customer Service

Social Customer Service 2015

Social Customer Service 2015

Engagement Centres to Play Key Role in 2015

Engagement Centres to Play Key Role in 2015

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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