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
Cheat Sheets
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
Next
RECENT
POPULAR
What Will Shape the Contact Centres of 2025?
25 Tips to Make Your Telesales People More Productive
What Does the Future Hold for Customer Service?
10 Quick Fixes to Deal With Increased Call Volumes (Updated!)
4 Key Objectives to Improve Productivity and Customer Experience
10 Best Practices to Improve Customer Service Live Chat
Our Top Webinars of 2024
Recorded Webinar: The Shape of the Contact Centre Industry In 2020 & Beyond
The Future of Voice in the Contact Centre
20 Predictions for the Contact Centre of the Future
Podcast: Channel Shift: How can we safely move customers from one channel to another?
It’s Not Empowerment Unless You Trust People
7 Ideas for Proactive Customer Service
Are Chatbots the Tech We All Love to Hate?
How Will the Internet of Things Change the Contact Centre?
7 Things They Won’t Tell You About Installing a Chatbot
How to Calculate Customer Effort
The Contact Centre of 2020
Podcast – Contact Centre Evolution: Where Are We Heading?
Omnichannel Contact Centre Design Considerations That You Cannot Ignore
Chatbots: How Your Business SHOULD Be Using Them – With Examples
Recorded Webinar: The Future of Contact Centres in 2025
Survey Results: The Most Important Customer Service Skills
How to Increase Work-From-Home Productivity
Next
Editor's Pick
How to Make the Best Use of Coaching Time
What’s the Best Way to Reward Customers for Their Feedback?
How to Define Career Paths in Your Contact Centre
Erlang X – Everything You Ever Wanted to Know
Latest Resources
Report: Preparing for the 2030 Contact Center
Guide: Getting Started With Bots
Upcoming Events
Rise with AI Agents: Make an Impact in 2025 – Webinar Series
What UK Consumers Want from CX – Webinar
Latest Blogs
Using CX Marketing to Build Brand Loyalty
How Agentic AI Is Redefining Voice Conversations
Featured Articles
15 Examples of Probing Questions for Customer Service
How to Calculate the Number of Agents Required in a Contact Centre
How to Calculate Contact Centre Service Level
20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service
