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Dr Nicola J. Millard - Guest Author

future hybrid contact centre

From Nessie to Necessity: The case for the future hybrid contact centre

By Contact Centre, Hybrid Working, Remote-Working

In 1992 BT ran an experiment in Inverness – inventively named “the Inverness Experiment”. Eleven valiant volunteers from our contact centres (then called operator services) worked from home for a year. Far from unearthing a monster, the experiment was a success. Customer satisfaction went up, and so did employee satisfaction. However, in those days there was no broadband or WiFi,…

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Guest Author Dr Nicola J. Millard

The times they are a changing: how customers and agents are responding to the pandemic one year on

By Contact Centre, Customer Experience

“The times they are a changing”…according to Bob Dylan anyway. It is fair to say that the past year has been an odd one. We’ve been socialising over video rather than down at the pub, our living room has become our office, and we’ve been increasingly shopping online because physical stores have been shut. But has the pandemic fundamentally changed…

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