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Kort na de overstap naar Change als nieuwe klantcontactdienstverlener wilde hollandsnieuwe het productaanbod ingrijpend uitbreiden.

Why does marketing say A, and customer service do B? Do government institutions struggle with service delivery just as much as companies? Ziptone in conversation with Wim Rampen.

Marcel Dekker (ContactWorx) is decidedly positive about the opportunities and the power of 'customer contact Made in Holland'.

High turnover? Shaky knowledge management? No chain responsibility? Whatever it is, for now, AI is trailing 1-0.

As of today, July 1, 2026, a full opt-in applies to outgoing calls of a commercial nature.

The withdrawal button for online purchases has barely been introduced yet. The ACM and Consumentenbond are giving the e-commerce sector some time, but are vigilant.

The contact center process could be disrupted in the coming years by external bots that may act unpredictably and irrationally.

As far as Mark Elschot is concerned, we should give and receive compliments a bit more often in customer contact. Away with that false modesty!

The RDW is re-outsourcing a large part of its customer contact. The manner in which the RDW places the risks with the new service provider raises questions.

At Rabobank, the content of functions and roles is changing due to the arrival of AI, including in the contact center. The bank is mindful of job evaluation.

While BPOs are planting their flag en masse in Egypt, they are simultaneously struggling with domestic markets, debt, and stock prices.

Take the Ziptone Final Exam: 20 questions, based on what we have written over the past few months about customer contact, CX, AI, sourcing, and the labor market.

AI does not replace customer service representatives. However, AI does take over parts of their duties. What does this mean for their profession?

Charlotte Meindersma warns against brain fry. How smart is the use of AI if it ultimately leads to higher turnover and absenteeism?

Market parties already warned during the question rounds about leading selection criteria in a CCaaS tender for the Tax and Customs Administration.

Latency can be eliminated with tricks. You can, of course, always try the latter, but the question remains: what works and what is allowed?

Most consumers are done with IVR. With the advent of AI, more customer-friendly alternatives are emerging, such as the voicebot.

Visiting the NiCE AI-first CX World Tour, where everything revolves around Agentic AI. The NiCE-Cognigy combination showed what is possible and what is becoming possible.

As consumers, we cobble together our own AI agents using vibe coding, and just like that, off they go.

Hyperautomation, aimed at end-to-end automation using a combination of technologies, is on the rise.

AI does not have to be a black box. Explainable, traceable applications offer a responsible alternative to GPT-like systems.