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!

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

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

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

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

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

HR should focus not only on 'people' but also on 'AI agents', according to Matt Prebble, CEO of Accenture UK & Ireland.

How can you make your customers wait endlessly when it is abundantly clear that they don't have all the time in the world?

The role of the traffic manager in the contact center is changing: from dashboard pusher to performance architect.

As far as Charlotte Meindersma is concerned, it is also time for data minimization by consumers: sharing less information.

Oliver Talens wrote a book about collaborating with AI. Or as he puts it: “About making choices. About daring to say: we are taking over here again.”

Consumers are increasingly having to engage in a conversation with chatbots first and overcome other hurdles. Is something going wrong in customer service?

Merijn te Booij is surprised by the all-determining influence of the work schedule in contact centers. It can be done differently.

If no one answers, customers get the impression – even if unintentionally – that the company or brand doesn't care.

When I share my experiences abroad in the Netherlands, they are rarely met with curiosity. Rather, with skepticism: 'Yes, but…'.

AI in customer service can contribute to working more efficiently. However, the real efficiency gain is determined by the model used.

For Cynthia Mak, a customer contact interaction is no longer an experience from a consumer perspective.

Perhaps sustainable engagement does not start with inspiring promises, but with an honest sentence at the beginning.

The concept of 'connection' was the 1500th word in the Ziptone dictionary. Ziptone reader Claudia earned a cake with it. But what happened then?

The Dutch chatbot landscape is ready: it is regulate or be regulated. 

If companies deploy AI for the right tasks, both customers and employees will get a better experience – Sheo Hyken hopes.

Does your use case require a probabilistic or deterministic approach? That difference determines whether AI enhances the customer experience or creates friction.

Mediocre companies kept calling their call center an “experience,” which is essentially like calling instant noodles a “culinary masterpiece.”

There's a persistent myth circulating in the world of customer contact about "interest." What's going on here?

The new book by Stephan van Slooten and Rien Brus is "for organizations that want to become a true 9+ customer company." How big is that target group, actually?

The genie has been out of the bottle for a while now. The demand side of the market is starting to consider software alternatives that were never obvious.

Out of convenience and Dutch frugality, we've placed our digital fate in the hands of the US. Time to change that.

Predictable customer journeys? We click, scroll, save, forget, rewatch, get distracted by a funny cat video.

Ad hoc is the adrenaline that fuels the customer service industry. Ad hoc is readily available. It's professional fast food.

For those still planning a cloud migration: what does sovereign cloud mean? And what does "uptime" mean if you lack complete control?

According to the UK's CCMA, 2026 is a decisive year for UK contact centres, with the industry association predicting that the role of AI in customer contact will increase.

Chaos demands a visible presence. Organizations that don't have a scenario in place for this by 2026 aren't surprised—they're unprepared.

On the A10 ring road, I pass "VAN DAKEN – roofers." My mind immediately makes a list: "VAN GOOR – cleaners" and, of course, "VAN HALEN – couriers."

January FAQs: Why does damage repair take so long? Why has my premium gone up again? Why do I always have to wait so long with you?

That annual Christmas dinner… it seems surprisingly similar to the WFM meeting in a typical customer contact environment.

You might think there are no stupid questions, but stupid answers certainly exist. And ChatGPT is good at it, as Shep Hyken discovered.

We were promised that if we collected everything, it would give us access to instant customer magic, but we ended up with dusty records.

Will Microsoft's CX specialists ever come out of their glass box? Or have they all been fired by the AI-powered HR bot?

From now on, each wheel clamp will have a tag with a pin inside. With this pin, you can easily, bang!, pierce the inflatable wheel clamp.

Labor market shortage? That's not only old news, it's also no longer an argument. Contact centers are primarily concerned with the cost of labor.

"AI Will Replace You" reads largely like an AI cookbook or an AI textbook. The most important part is about scaling.

Completely reversing the work-from-home option isn't a solution to a leadership problem. It's a missed opportunity.

The sale of IT company Solvinity to the American Kyndryl shows: what creates trust today is open to question tomorrow.

Of course, if AI takes over our computers, phones, and lives, something unexpectedly could go wrong. Who would then be responsible for the damage?

A digital bitterbal: the lingerie store you love is replacing personal shoppers with the Bra Size Scan. Sounds innovative, but it's not a success.

Ranzijn promises: after reading this book, you'll be eager to effectively help dissatisfied customers. For the service recovery champion, it's certainly a kickstart.

Frans Reichardt imagines what would happen if a company treated its customers the way political parties treat their voters.

It doesn't matter which process you want to transfer or automate. First, ensure the process is in order and optimized.

Animal Day! This year, Ziptone is taking things a step further and choosing a deep dive into customer experience. Or rather: animal experience.

Managers see a problem and look for a tool to address it (or vice versa). Adopting new technology is a multi-headed monster, but it's easily tamed.

What to do when criminals post negative fake reviews about your company? The Netherlands Authority for Consumers and Markets (ACM) doesn't go beyond providing information, and the DSA seems like a sham.

Contact center managers could be a bit more strict about themselves. Are we dealing with an efficiency issue in customer contact, or are we investing in customer relationships? 

Frans Reichardt is upset about the constant stream of LinkedIn requests with a commercial ulterior motive.

The question is whether AI personalization leads to more customers or more satisfied customers. Perhaps we need to be a little more patient for the answer.

My espresso machine refuses to make a cup of coffee. It doesn't help that Coolblue's customer service department is also broken.

Professor Arne De Keyser researches the gap between technology and customer experience (CX), as well as emerging technologies. Will we see cyborgs in the contact center?

The FNV is aiming for an hourly wage of 16 euros; the union is being overtaken on the left by GroenLinks-PvdA, SP, and NSC, which are pushing for 18 euros per hour.

Dependence on American software? Something like a calf and a pit when it comes to data protection, says Charlotte Meindersma.

Chatbots can provide great experiences and cause as much frustration as waiting on the phone.

Will the human touch disappear as we further automate customer contact, or will technology actually make it possible to provide real customer service?

With growing attention to strategic autonomy, the on-premise contact center solution is also making a comeback.

The US government is working specifically to influence the operation of large language models (LLMs). What does this mean for customer contact?

Customer service revolves around the truth: the right information, real solutions. That's a valuable asset these days, says Cynthia Mak.

Are your customer service representatives sufficiently equipped to assess whether AI answers are also correct?

"Digital wellbeing at work" explores the impact of digitalization on our brains and job satisfaction. How can we navigate the digital world?

Frans Reichardt is already looking ahead: what can you do if customers start using war language towards customer service? 

The automation and digitalization of customer contact is still far from perfect. Where would we be without real agents?

There is still much to be gained in terms of inclusion in customer contact, as the latest Koetshuis interview shows.

Daan van der Hoeven, stand-up comedian, has done away with the employer branding of what he calls the 'blue sect'.

Because the solution offered by AI seems perfect, I miss out on options that I would otherwise have discovered through search results.

We started with AI, but have no idea where it will end. Maarten Oosterhoff thinks it is time to address the elephant in the room.

Why do companies choose to make their customers do all kinds of things that they hate?

This book is about AI agents: software that can perform tasks independently. Will customer contact also have to deal with this? The answer can be read between the lines.

Do we need a bit of Las Vegas in the Netherlands? Not the glitter and the slot machines, but the courage to think big about hospitality?

More automation, fewer employees, cheaper employees – it’s amazing how this leads to even better customer service every time.

If a cat repellent device breaks down, how much effort does it take for the customer and the webshop to solve the problem?

What used to be a quick and efficient response may give way to genuine and distinctive attention.

It remains difficult for customer contact managers to demonstrate that customer service contributes to brand value or turnover.

Privacy only becomes important when you are confronted with its loss and when someone else determines whether you have something to hide.

A housing corporation talks about 'Information booklet' and 'Consultation hour'. Is treating your customers like toddlers the solution if you don't take them seriously?

Does more technology really improve customer contact? Or is smarter organization the key to success?

The Customer is Always Right and Nine Other Business Myths That Affect Customer Service. Shep Hyken lists and debunks them.

If it's too good to be true, it probably isn't. But if a chatbot gives a reasonable answer, you as a customer can trust it.

For contact centers, a full return to the office would be a fool’s errand. Anyone who makes working from home impossible is shooting themselves in the foot.

Customer contact that is offshored to a country with low(er) labor costs, never comes back. What does that actually mean?

Customers want quick answers. Good solutions. No waiting times. But do we really want everything now? And should we want that?

“Chatbot Hanneke gives me the feeling that I am communicating with a real person.” Later it turns out: this chatbot is on the warpath.

What was it again with customer service and shareholders? Sometimes the two don't go well together, like with vidaXL or internet providers.

Sudden fear that technology like AI will take your job? You may be suffering from Kasparov syndrome. The good news: there is a cure.

What went wrong here? To be precise, nothing at all. The entire process was frictionless. And that's where the problem lies.

Advertising is often the beginning of customer contact. Also transport advertising, including advertising on your own van or truck.

What are the five most read articles of the total of more than 900 articles that Ziptone published this year? And what was striking news this year?

Mark Elschot contrasts all the AI ​​violence in customer contact with an old, simple and super-effective solution that urgently needs to be dusted off.

Curiosity is an important condition for innovation. Rik Vera's book Net Curiosity Score makes it measurable.

'Customer contact that is moved to Suriname or automated will not return to our country,' I heard someone say.

Excel is not only a personal support for Cynthia Mak. It is also a true life-saver in the chaotic world of customer contact.

Let’s say real-time speech translation works well for three-quarters of calls by mid-2026. What then? HR is not the answer.

Mark Elschot suffers from a serious form of occupational deformation. “This industry, sector or profession is my Hotel California.”

The Code of Responsible Market Conduct is an important instrument of the KSF. Is the Code ready for use?

The tech sector no longer talks about bots, but about AI agents – while the customer contact field was actually abandoning the word 'agent'.

Frans Reichardt has an idea: KlantNet, an app for customer contact professionals that recognizes customer loyalty based on a customer's voice.

According to Chinese astrology, 2024 is the year of the Dragon. Or did someone make a math error? Because it is clearly the year of AI.

This year's goals should make last year's results pale in comparison. My five-year-old brain wonders if the basics are even in order.

The eleven experts warn against hasty implementation, without looking at existing customer contact and channel strategies.

Fresh Ziptone columnist Frans Reichardt wrestles with the tail end of the customer journey of a bottle of peanut oil.

In our field, 'operation failed' rarely means 'patient dead': the customer simply calls again.

Whoever uses the customer effort score as a KPI should not create obstacles for cancelers. About canceling customers and more.

Anyone who does their customer satisfaction survey incorrectly runs the risk of losing customers, says Shep Hyken.

Customer contact is everywhere. Mark Elschot, on holiday to Bella Italia, philosophizes about the art of letting go.

I hadn't noticed that Aunt Pos recently also radically adjusted part of the customer journey. Long live self-service!

According to Nibud, more than half of Dutch people know little or nothing about the new pension system. That will soon raise many questions.

Why is the concept of autonomy so popular in customer contact? First piece from our new Ziptone columnist Mark Elschot.

Don't leave the customer hanging by stopping communication mid-conversation. Make customer contact non-destructive, advocates Cynthia Mak.

The customer journey may have been mapped out to five decimal places, but 'expedition transfer' mainly became a look behind the scenes.

Some managers do not think it is necessary to be easily accessible (with an easy-to-find telephone number).

Is bankruptcy the result of poor and inaccessible customer service or of the warnings from the Consumers' Association or Radar?

“The tradwife will not quickly forget to communicate, excels in sharing knowledge and goes for a 100% C-SAT.”

Confusing times: the use of AI in customer contact can ensure efficiency, but the costs appear not to be entirely predictable.

Shep Hyken comes across all kinds of things in his search for the pillars of customer service, but not the word 'respect'.

When is customer contact 'affordable' – and for whom? What can you do as a contact center manager with the 'polluter pays' principle?

Of course, the customer contact department is not a drain. But the department is close by. Who dares to look into that hole?

BV Nederland benefits from as little attention as possible to this FNV call for counterproductive action. So don't read this column!

Organizing a dinner? Check reviews. Do you have doubts about whether a company is pure coffee or not? Straight to the stars. Stars help to make a decision.

When will the discussion start in the Netherlands about eliminating jobs in customer contact instead of eliminating simple and unnecessary customer contact?

In the 90s, a virtual pet provided social status. Nowadays, it no longer counts if your contact center does not have a virtual assistant.

“A successful exit is largely determined before signing the outsourcing contract.” And how do you deal with price increases during the contract term?

Are we moving towards customer contact where 'personal' does not primarily mean 'warm and human', but above all 'precisely tailored' and 'automated'?

The machine customer is ready to do business with your organization, but is your organization also ready to do business with the machine customer?

As customer contact professionals, let us primarily focus on eliminating contact reasons. AI will soon be able to pick up the complex conversations.