- AI in customer service (3)
- Law and regulation (3)
- Operations and metrics (4)
- Security (2)
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The voicebot paradox: why call volumes are not falling despite AI
Voicebots have reached around 40 per cent adoption, yet phone volumes hold steady. Why the handover is the real lever, and which figures actually tell you something.
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First contact resolution: the figure that drives both cost and loyalty
Across the industry, 75 to 80 per cent of enquiries are settled at first contact; the best reach over 85. Every point gained shows up in…
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Cloud contact centre 2026: what AI, routing and translation actually change
Customers expect fast, consistent answers across every channel while cost pressure rises and staff are hard to find. What a cloud platform contributes — and what…
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NIS2 and Customer Service: Why Contact Centre Availability Is Now a Compliance Question
NIS2 makes operational continuity a legal requirement across the EU. What that means for reachability in customer service — and what outage planning looks like in…
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Workforce planning in the contact centre: keeping service levels and cost in balance
Between staff shortages and demand peaks, workforce planning decides both service quality and cost. How forecasting, shrinkage and skills-based scheduling fit together.
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EU AI Act from 2 August 2026: what contact centres must put in place
From 2 August 2026, chatbots and voicebots must identify themselves as AI. What Article 50 requires, how large the fines actually are, and the five steps…
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Accessible customer service: what the European Accessibility Act means for contact centres
The European Accessibility Act has applied since June 2025. What it means for customer service, and how an omnichannel platform helps meet it.
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Voice deepfakes: why a familiar voice on the phone is no longer proof of identity
Cloning a voice now takes seconds of audio, and contact centres are a favoured target. How to harden verification without wrecking the service experience.
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Agentic AI in the contact centre: from chatbot to autonomous agent
In 2026 the focus shifts from rule-based chatbots to autonomous AI agents. Where companies actually stand, where the leverage is, and what gets in the way.
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Real-time translation in the contact centre: service without a language barrier
Language barriers cost time and sometimes the sale. How automatic translation works in voice and text, and where its limits lie.
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Intelligent routing: shorter waits without anyone working faster
Queues rarely come from a shortage of staff. They come from poor distribution. How skills-based routing cuts waiting times without adding headcount.
