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

25 Tips to Make Your Telesales People More Productive

25 Tips to Make Your Telesales People More Productive

10 Best Practices to Improve Customer Service Live Chat

10 Best Practices to Improve Customer Service Live Chat

20 Predictions for the Contact Centre of the Future

20 Predictions for the Contact Centre of the Future

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

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

NetEasy: The latest Metric for your Contact Centre

NetEasy: The latest Metric for your Contact Centre

How to Calculate Customer Effort

How to Calculate Customer Effort

4 Key Objectives to Improve Productivity and Customer Experience

4 Key Objectives to Improve Productivity and Customer…

It’s Not Empowerment Unless You Trust People

It’s Not Empowerment Unless You Trust People

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

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

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

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

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

7 Ideas for Proactive Customer Service

7 Ideas for Proactive Customer Service

How Will the Internet of Things Change the Contact Centre?

How Will the Internet of Things Change the Contact Centre?

The Top 10 Trends in Digital Customer Engagement

The Top 10 Trends in Digital Customer Engagement

Customer Trends Shaping the Contact Centre of the Future

Customer Trends Shaping the Contact Centre of the Future

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

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

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

10 Quick Fixes to Deal With Increased Call Volumes…

How to Increase Work-From-Home Productivity

How to Increase Work-From-Home Productivity

The Best Places to use Voice Self-Service

The Best Places to use Voice Self-Service

What’s Next With… Multichannel?

What’s Next With… Multichannel?

Recorded Webinar: Contact Centre of the Future (2013)

Recorded Webinar: Contact Centre of the Future (2013)

What Does the Future Hold for Customer Service?

What Does the Future Hold for Customer Service?

What Will Shape the Contact Centres of 2025?

What Will Shape the Contact Centres of 2025?

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?