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Nicola Millard

Nicola Millard, Principle Innovation Partner, BT Business

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Podcast – Contact Centre Evolution: Where Are We Heading?

Podcast – Contact Centre Evolution: Where Are We…

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

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

The Shape of the Contact Centre Industry in 2020 and Beyond

The Shape of the Contact Centre Industry in 2020 and…

Recorded Webinar: The Contact Centre of the Future 2020

Recorded Webinar: The Contact Centre of the Future 2020

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

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

What Will Shape the Contact Centres of 2025?

What Will Shape the Contact Centres of 2025?

Recorded Webinar: The Contact Centre of the Future

Recorded Webinar: The Contact Centre of the Future

Recorded Webinar: Contact Centre of the Future (2014)

Recorded Webinar: Contact Centre of the Future (2014)

Recorded Webinar: The Future of Customer Service

Recorded Webinar: The Future of Customer Service

Are Chatbots the Tech We All Love to Hate?

Are Chatbots the Tech We All Love to Hate?

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

Recorded Webinar: The Shape of the Contact Centre…

Recorded Webinar: Call Centre of the Future

Recorded Webinar: Call Centre of the Future

Asia Embraces WhatsApp for Customer Service

Asia Embraces WhatsApp for Customer Service

Survey Results: The Most Important Customer Service Skills

Survey Results: The Most Important Customer Service Skills

Recorded Webinar: Latest Changes in Contact Centre Technology

Recorded Webinar: Latest Changes in Contact Centre…

Our Top Webinars of 2024

Our Top Webinars of 2024

Recorded Webinar: The Future of Contact Centres in 2025

Recorded Webinar: The Future of Contact Centres in 2025

Recorded Webinar: How Technology Can Help the Contact Centre Improve

Recorded Webinar: How Technology Can Help the Contact…

Listen to Series One of The Contact Centre Podcast In Full

Listen to Series One of The Contact Centre Podcast In Full

Contact Centre Experts 2014 – Who Have We Missed?

Contact Centre Experts 2014 – Who Have We Missed?

Your Guide to Expo 2016

Your Guide to Expo 2016

CCMA hosts its annual conference

CCMA hosts its annual conference

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

How Customers and Agents Are Responding to the Pandemic…

The Contact Centre Podcast – Coming Soon!

The Contact Centre Podcast – Coming Soon!

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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