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A selection of call and contact centre news and insights on employee engagement, technology, customer service, and customer experience (CX) trends.

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Scorebuddy Launches GenAI Boosting QA Efficiency

Scorebuddy Launches GenAI Boosting QA Efficiency

Calabrio and Five9 Join Forces to Modernise Contact Centre Operations

Calabrio and Five9 Join Forces to Modernise Contact…

Genesys Xperience UKI 2024 Now Available On-Demand

Genesys Xperience UKI 2024 Now Available On-Demand

From Efficiency to Empathy: Genesys Cloud’s Bold Move to Revolutionize CX

From Efficiency to Empathy: Genesys Cloud’s Bold…

Evaluagent Partners With Five9 to Elevate CX

Evaluagent Partners With Five9 to Elevate CX

8×8 Unveils AI-Driven Platform Enhancements

8×8 Unveils AI-Driven Platform Enhancements

MiaRec Enhances Topic Analysis in Contact Centres with LLM

MiaRec Enhances Topic Analysis in Contact Centres with LLM

Regal.io and 8×8 Partner to Improve Employee and Customer Experience

Regal.io and 8×8 Partner to Improve Employee and…

Research Reveals How Office Noise Impacts Productivity and Wellbeing

Research Reveals How Office Noise Impacts Productivity…

Contexta360 Unveils New Advanced Speech Analytics Features

Contexta360 Unveils New Advanced Speech Analytics Features

New AI Capabilities Improve Summarization Features

New AI Capabilities Improve Summarization Features

Microsoft Releases AI-Driven Dynamics 365 Contact Center

Microsoft Releases AI-Driven Dynamics 365 Contact Center

Orange Cyberdefense Streamlines Service Operations with NICE CXone

Orange Cyberdefense Streamlines Service Operations with…

64% of Customers Don’t Want AI – New Gartner Report Finds

64% of Customers Don’t Want AI – New Gartner…

2024 International CX Excellence Award Winners Announced

2024 International CX Excellence Award Winners Announced

A New Survey Reveals Challenges for UK Contact Centres

A New Survey Reveals Challenges for UK Contact Centres

CX Fest 2024: Networking with Sun, Sand, and CX Insights!

CX Fest 2024: Networking with Sun, Sand, and CX Insights!

New Report Launched for AI in Healthcare

New Report Launched for AI in Healthcare

Leeds Building Society Modernises its Contact Centre with Sabio

Leeds Building Society Modernises its Contact Centre…

Highlights of NICE Interactions 2024

Highlights of NICE Interactions 2024

New Study Shows AI Enhances Consumer Loyalty

New Study Shows AI Enhances Consumer Loyalty

BT Group Expands ServiceNow Partnership to Save Agents Time

BT Group Expands ServiceNow Partnership to Save Agents…

Genesys and Lighthouse Works Launch Software for Blind Advisors

Genesys and Lighthouse Works Launch Software for Blind…

Awaken and Tethr Merge to Target Contact Centre Solutions

Awaken and Tethr Merge to Target Contact Centre Solutions

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise