Nicola Millard - Call Centre Helper

Connect with Nicola on LinkedIn "> Nicola Millard - Call 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?

What Will Shape the Contact Centres of 2025?

What Will Shape the Contact Centres of 2025?

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?

How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Customer Operations Case Study Pack

Webinar Replay: Are You Wasting Your CX Data’s Potential?

Upcoming Events

29th September 2026

2026 QATC Annual Conference

30th September 2026

Customer Experience Live Show Middle East 2026

Customer Satisfaction Survey Best Practices: A Complete Guide

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?