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 […]
How to Build an Effective Omnichannel Customer Service Strategy
From simple multichannel presence to a unified customer experience: key steps to connect your channels, engage your teams, and drive performance. Share on Building an effective omnichannel customer service strategy requires 6 steps: auditing your current channels, unifying your data and identifying silos, designing seamless customer journeys, integrating an omnichannel platform with your CRM, training […]
Should AI Decide What Your Customers Can Buy? A Strategic Issue for Marketplaces
Share on Taking into account the context of the Digital Services Act (DSA), false positives, and over-moderation: how marketplaces strike the right balance between AI and human judgment. Insights from Stéphanie Akriche, Armatis Head of International Sales. Table of contents Every marketplace that scales beyond a certain volume ends up facing the same inflection point: […]
Silent Churn: When Your Customer Disappears Without Complaining
5 out of 26 dissatisfied customers never complain. They leave. Here is what silent churn is, how to detect it, and why your outsourced customer service is your strongest weapon to get ahead of it. Share on Table of contents Silent churn refers to the phenomenon by which a dissatisfied customer gradually stops engaging with […]
Multilingual Customer Service Outsourcing: Your Competitive Edge
76% of your customers prefer to shop in their own language. Here’s what that means for your customer service. Share on Table of contents Outsourcing multilingual customer service is no longer reserved for large enterprises. It is now one of the most direct levers for entering new markets, reducing international churn, and turning customer experience […]
How a leading marketplace structures its omnichannel customer support with Armatis
Ensuring accessibility, transaction security and user satisfaction on a high-traffic B2B and B2C platform. Quality of service A level maintained continuously through stable teams, in-depth training and daily performance management. 0 % Customer satisfaction CSAT measured directly after each interaction, reflecting the quality experienced by end users. 0 % Response time under 10 hours Requests […]
