Articles - Nicola Millard

Nicola Millard, Principle Innovation Partner, BT Business

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The Rise of Omnichannel CCaaS
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NICE Announces Annual Digital CX Week
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Survey Results: The Most Important Customer Service Skills
Contact Centre of the Future webinar featured image
Recorded Webinar: The Contact Centre of the Future
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How Customers and Agents Are Responding to the Pandemic One Year On
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How to Increase Work-From-Home Productivity
Recorded Webinar: The Contact Centre of the Future 2020
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The Top 10 Trends in Digital Customer Engagement
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Chatbots: How Your Business SHOULD Be Using Them – With Examples
4 Key Objectives to Improve Productivity and Customer Experience
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Customer Trends Shaping the Contact Centre of the Future
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10 Quick Fixes to Deal With Increased Call Volumes (Updated!)
Keith Gait
Podcast – Contact Centre Evolution: Where Are We Heading?
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Omnichannel Contact Centre Design Considerations That You Cannot Ignore
Podcast: Channel Shift: How can we safely move customers from one channel to another?
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The Contact Centre Podcast: Catch-up with Every Episode So Far!
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7 Things They Won’t Tell You About Installing a Chatbot
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The Shape of the Contact Centre Industry in 2020 and Beyond
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Recorded Webinar: The Shape of the Contact Centre Industry In 2020 & Beyond
7 Ideas for Proactive Customer Service
Recorded Webinar: Latest Changes in Contact Centre Technology
10 Best Practices to Improve Customer Service Live Chat
Recorded Webinar: How Technology Can Help the Contact Centre Improve
Make telesales people More Productive
25 Tips to Make Your Telesales People More Productive