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Nicola Millard

Nicola Millard, Principle Innovation Partner, BT Business

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Contact Centre Experts 2014 – Who Have We Missed?

Contact Centre Experts 2014 – Who Have We Missed?

The Future of Voice in the Contact Centre

The Future of Voice in the Contact Centre

The Contact Centre of 2020

The Contact Centre of 2020

Recorded Webinar: Contact Centre of the Future (2014)

Recorded Webinar: Contact Centre of the Future (2014)

2 weeks to Call Centre Conference

2 weeks to Call Centre Conference

NetEasy: The latest Metric for your Contact Centre

NetEasy: The latest Metric for your Contact Centre

20 Predictions for the Contact Centre of the Future

20 Predictions for the Contact Centre of the Future

CCMA hosts its annual conference

CCMA hosts its annual conference

Recorded Webinar: Contact Centre of the Future (2013)

Recorded Webinar: Contact Centre of the Future (2013)

It’s Not Empowerment Unless You Trust People

It’s Not Empowerment Unless You Trust People

The Best Places to use Voice Self-Service

The Best Places to use Voice Self-Service

2020 vision: What will the call centre look like in ten years’ time

2020 vision: What will the call centre look like in ten…

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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