Agentic AI in Contact Centres: Between the Promise and the Reality
Agentic AI is everywhere in conferences, analyst reports and vendor pitches. It exists, it works, and it already delivers measurable results in certain contexts. But between what it does in demos and what it actually deploys operationally in a contact centre, there is a gap that few articles take the time to measure honestly. This […]
How to Improve Your CSAT Score: An Operational Framework for CX Teams
Your CSAT is below target? This guide covers the precise levers that produce measurable, data-backed improvements: first contact resolution, response time, and structured agent coaching. Share on Table of contents To improve your CSAT score, you need to act on the precise moments where your customers lose confidence: unresolved contacts, forced channel transfers, interactions where […]
Chatbot or Human Agent: The Right Tool at the Right Moment
Chatbots now handle 30% of customer service cases autonomously, according to Salesforce. But 61% of consumers still prefer a human agent for complex situations. This is not a contradiction: it is the map that every CX leader needs to learn to read. Share on Table of contents A chatbot responds in seconds, available 24/7, with […]
The Complete Guide to Understanding, Calculating and Using the Net Promoter Score
The NPS is the world’s most widely used customer loyalty metric. One question, one formula, one score you can read at a glance. But used well, it reveals far more than a number. This guide covers everything: definition, calculation, interpretation, sector benchmarks and methods for moving the score over time. Share on Table of contents […]
Failure Demand: How Poorly Calibrated Digital Journeys Destroy Your Customer Service ROI
Discover how failure demand silently erodes your customer service ROI, and what to do about it. A practical guide built on Armatis CX Horizon 2030 data and sector benchmarks. Share on Table of contents Every year, companies invest millions in digitalising their customer relations. Every year, their contact centres see call volumes stagnate, or rise. […]
The Transformation of Contact Centre Jobs: Towards the Relational Craftsman
AI is reshaping contact centres. Advisers are not disappearing — they are moving into more complex, more human roles. Here is what the data and the ground reality show. Share on Table of contents Contact centres have spent a decade automating. Chatbots, advanced IVR, digital self-service: the goal was clear — reduce the volume of […]
Why Customer Satisfaction Is Falling While CX Budgets Keep Rising
CX budgets have never been higher, yet satisfaction scores keep declining. Here is what is driving the gap, and what leading organisations do differently. Share on Table of contents Companies have never invested more in customer experience. And yet, according to the 2025 Forrester CX Index, 25% of US brands saw their satisfaction score decline […]
How Data and AI Are Transforming Quality Management in Contact Centres
Discover how AI and semantic analysis enable contact centres to analyse 100% of customer conversations and turn quality monitoring into a strategic performance lever. Share on Table of contents Contact centres typically analyse between 3% and 5% of their customer interactions. The remaining 95% disappear without ever being reviewed — not through lack of ambition, […]
How a European Retail Leader Delivers High-Quality Customer Support in 40+ Languages with AI-Powered Email Handling
CLIENT STORY : RETAIL & E-COMMERCE How a European Retail Leader Manages Customer Support Across 40+ Languages with AI When a fast-growing retailer needed to serve customers across all of Europe from a single hub, Armatis delivered 95% customer satisfaction by the end of the second month. SECTOR Retail & E-commerce LOCATION Gdansk, Poland TEAM […]
Multilingual customer service hub: 10 operational best practices for high performance
Hiring native speakers is no longer enough to guarantee a consistent international customer experience. From linguistic routing to cultural intelligence, hub performance depends on a rigorous operational structure capable of preventing satisfaction disparities across markets. Drawing on its expertise across 5 countries and more than 20 languages, Armatis shares the 10 essential pillars for turning […]
