Nicola Millard

Are reports of the high street’s death greatly exaggerated?

By: Nicola Millard, Customer Experience Futurologist, BT

It is easy to see the effects of our changing shopping habits on our local high streets. Are we turning into a nation of online shoppers? Is the high street becoming irrelevant? Or is there an upcoming renaissance linked with convenience and the fact that we are no longer doing a weekly ‘big shop’ anymore (see

New technologies, the changing structure of family life and financial pressures caused by a long and deep recession have observably changed the way that we shop, possibly forever. Significant players of the past are now struggling as relative newcomers exploit consumer cynicism by providing new choices, new technologies and new value options.

So are we all becoming disloyal, connected and virtualised consumers? [Read more...]

Nicola Millard

Can Your Contact Centre Agents (and Managers) Leap Tall Buildings

The world of work is getting more complex. As technology takes away the routine, mundane and predictable, we humans are left to do the heavy lifting. Few professions are immune to the march of the machines – and contact centres, in particular, are having to rise to new challenges.

[Read more...]

Super agent

Super agent saves the day

These days, customers are very happy and comfortable with self-service. They’d much rather look something up on a website or pay for something online; they like to help themselves rather than pick up the phone because it’s an easier, more efficient and quicker way of solving problems.

Does this mean the contact centre is dead? [Read more...]

Nicola Morris

Top tips to take on tomorrow

Guest blog by Nicola Morris, Managing Director, 24

It’s easy to sound like a lunatic when you’re talking about the future. There are examples of it throughout history — Harry Warner, of Warner Bros., saying that no one would ever want to hear actors talk, Decca Records favouring Brian Poole and the Tremeloes over The Beatles, or the chairman of IBM in 1943 saying that there was only a market for five computers, globally.

We can look back on these predictions now and, with the gift of hindsight, see them in all their amusing glory. Most people, for the sake of their reputation, steer clear of trying to anticipate what’s around the corner. However, for Eurest’s latest webcast with BT, I and a few other choice panellists nailed our colours to the mast and shared our best guesses about what lies around the corner for workplaces. [Read more...]

customer relationships

Bring your own underpants

The Future of Customer Relationships: Super Agents Apply Here

Nicola herself a regular contributor on this blog, picked up a great award this month from the London and South East Contact Centre Forum, for an outstanding contribution to industry.

She picked up the award in front of leading proponents of the contact centre industry at their annual awards ceremony in London.

We reckon it’s a well-deserved award given Nicola’s close connection to the contact centre industry. [Read more...]