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

The essential KPIs for great customer service

Why should you use key performance indicators in your customer service ? Which KPIs should you choose? How can you put them in place ? Take a look at the essential KPIs…

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Customer Experience 4 min read

Customer service: 6 trends to follow in 2021

For your business to meet customer expectations efficiently and deliver optimal service quality, here are six main trends to follow in 2021.

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Customer Experience 3 min read

Web Callback: A Tool Serving CX

The customer experience (CX) is a major challenge today, and companies are aware of this. More and more companies are using, among other tools, a Web Callback system for…

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