Translate
Menu
Home
Articles +
Articles
Hints and Tips
Customer Experience
Service Strategy
Management
Skills
WFM
Quality
Technology +
Technology
Tech
WFM
AI
Analytics
CCaaS
Knowledge Management
Voice of Customer
Webinars +
Webinars
Webinars
Recorded Webinars
Insights +
Insights
Expert Insights
Blogs
Latest News
Events
Case Studies
Videos
LinkedIn Community
Resources +
Resources
Reports
Research
Erlang Calculator
Directory
Recorded Webinars
Newsletter
Tools +
Tools
Erlang Calculator
Forecasting
Excel Calculator
Free Downloads
Call Monitoring Form
Jargon
Events +
Events
Events
Webinars
Recorded Webinars
Videos
Advertise +
Advertise
Advertise
Media Pack
About Us
Articles - Nicola Millard
Nicola Millard, Principle Innovation Partner, BT Business
Connect with Nicola on LinkedIn
Previous
RECENT
POPULAR
Recorded Webinar: The Contact Centre of the Future 2020
Customer Trends Shaping the Contact Centre of the Future
How Customers and Agents Are Responding to the Pandemic One Year On
Recorded Webinar: The Contact Centre of the Future
NICE Announces Annual Digital CX Week
The Rise of Omnichannel CCaaS
Recorded Webinar: Contact Centre of the Future (2014)
Recorded Webinar: Contact Centre of the Future (2013)
The Top 10 Trends in Digital Customer Engagement
2020 vision: What will the call centre look like in ten years’ time
The Shape of the Contact Centre Industry in 2020 and Beyond
Recorded Webinar: The Future of Customer Service
Recorded Webinar: Call Centre of the Future
What Will Happen to the Contact Centre in 2016 and Beyond?
Recorded Webinar: Latest Changes in Contact Centre Technology
What’s Next With… Multichannel?
Recorded Webinar: How Technology Can Help the Contact Centre Improve
The Best Places to use Voice Self-Service
NetEasy: The latest Metric for your Contact Centre
Previous
Editor's Pick
How to Deal With That Awkward Agent
10 Ways to Give New Recruits an Amazing Welcome
How to Encourage Your Teams Back to the Office
Make Fridays More Fun in Your Contact Centre
Latest Resources
White Paper: The Business Value for Agentic AI in CX
The Definitive CCaaS Buyers’ Guide 2026
Upcoming Events
How to Cut Churn, Boost NPS, and Prep for Black Friday – Webinar
World AI Summit 2025
Latest Blogs
Want to get Agentic AI-Ready? Start With a Customer Data Platform
What Is Multi-Agent Orchestration? An Overview
Featured Articles
Welcome Calls: A Simple Way to Increase Customer Satisfaction
15 Clarifying Questions For Customer Service
When Is It OK to Hang-Up on a Customer?
How to Setup a Call Centre from Scratch – The Checklist
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2025
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service
