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 5 min read

How to Prioritize Flows in the Contact Center

In certain situations or even for certain businesses, prioritizing calls over email or other channels is not necessarily the best option. Discover why

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Outbound 7 min read

11 Essential KPIs for Outbound Call Centers

Certain key performance indicators, or KPIs, are important to measure for both inbound and outbound call centers. Outbound call centers in particular have specific KPIs…

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