Resources
Ideas to run a better operation
Regulation, channels, AI and operations — written by people who live inside contact centers, not outside them.
Spain's 400 prefix is now in force: what your contact center must change
It's now in force. Carriers block commercial calls that don't come from a 400 number — and some operations still haven't classified their traffic.
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WhatsApp Business Calling, explained without the hype
For years, a WhatsApp Business number was only good for messaging. That changed in July 2025 — and it changes more than it seems.
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Collections on WhatsApp: what we learned from the operations already doing it
Debtors don't answer unknown numbers. They never really did, but now the phone doesn't even ring for them. There's another door.
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"Possible spam": why your legitimate calls die unanswered
Your company calls about a renewal. The customer's screen says something else. It's not bad luck: it's a whole ecosystem working against you — and you can play it better.
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AI agents in the contact center: what we delegate — and what we don't
The question is no longer whether AI can serve your customers. It's what you let it do, within what limits, and what happens the day a case goes off-script.
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