Inside CX

Trends, deep dives and practitioner stories from the AI contact center.

Regulation

Spain's 400 prefix from 17 October 2026: what your contact center must change

Some dates get circled in red in a contact center, and here's one: 17 October 2026. From that day, every commercial call in Spain must come from a nine-digit number starting with 400. That's the Resolution of 14 April 2026, published in the BOE two days later as part of the government's anti-scam plan — at the end of a six-month transition period. The fine print isn't fine at all: carriers will block non-compliant commercial traffic.

Contact Center 6 min read

10 Essential KPIs to Follow for Inbound Call Centers

By measuring call center KPIs, companies can evaluate just what is working well in a call center and what needs more attention. Here are 10 essential inbound call center…

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Customer Experience 8 min read

5 Tips for Creating Customer-Centric Experiences

Even if your company offers stronger products than your competitors do, it does not matter if you do not prioritize delivering excellent, fluid customer experiences. To…

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Customer Experience 8 min read

7 Steps for Creating an Efficient Customer Journey Map

Is it easy to make a purchase? Can a customer switch from chat to phone seamlessly when asking for support? On which channels can they expect delivery updates? How do…

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Customer Experience 6 min read

7 Customer Experience Trends to Watch in 2022

Brands that listen closely to their customers can build solid customer relationships, and these strong connections lead to greater customer experiences. Here are 7 major…

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