- AI in customer service (5)
- Law and regulation (3)
- Operations and metrics (7)
- Security (2)
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Contact Centre Quality Assurance: Why Reviewing One Percent of Calls No Longer Works
Traditional quality management reviews around one percent of all conversations. AI-supported speech and text analytics makes full coverage possible – provided the scorecard, coaching rhythm and employee representation are right.
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RCS Business Messaging: What the SMS Successor Means for Customer Service
RCS is now available across Germany. What the verified messaging channel delivers in day-to-day service, what it costs and how it fits into an existing channel…
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Knowledge Management in Customer Service: The Foundation Your AI Needs
Gartner names poor data quality as the leading cause of abandoned AI projects. In customer service that means one thing: without a maintained knowledge base, AI…
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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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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…
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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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WhatsApp in customer service: what smaller companies should know before starting
High open rates and fast replies make messaging attractive as a service channel. What the Business API can do, what the app cannot, and where the…
