Teams | Collaboration | Customer Service | Project Management

From September 1st, 2026, bullying, harassment and violence between colleagues fall inside the FCA's Code of Conduct (COCON) for firms beyond banking. The new rule does not just ask you to hold a policy. It requires a defensible judgment about what happened, and that judgment rests on proof. This article explains what changes, who falls within scope, and why every decision the rule demands turns on a single question: Can you prove what was said?

Contact centers that close the gap between what business systems know and what agents know at the moment of pickup see measurable results fast. Caroline Howick, Team Manager for Pensions at Kent County Council, reports that Luware Nimbus boosted answer rates by 44% and cut wait times to just 30 seconds after deployment. That outcome reflects what happens when routing is intelligent and agents arrive at every call already informed.