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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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Peopleware Joins Forces With rightWFM in Workforce Management Deal

Peopleware Joins Forces With rightWFM in Workforce…

8×8 Launches New Solution for Improving Customer Journeys

8×8 Launches New Solution for Improving Customer…

CallMiner Releases New Updates to its AI Assist Platform

CallMiner Releases New Updates to its AI Assist Platform

What Not to Miss at CCW Berlin 2025

What Not to Miss at CCW Berlin 2025

UK Businesses Gain Local Cloud From Talkdesk

UK Businesses Gain Local Cloud From Talkdesk

MaxContact Acquires Curious Thing’s Tech to Expand AI Capabilities

MaxContact Acquires Curious Thing’s Tech to Expand AI…

Forrester Announce New CCaaS Wave For 2025

Forrester Announce New CCaaS Wave For 2025

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

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

Zendesk Unveils an Array of New Solutions to Revolutionise CX

Zendesk Unveils an Array of New Solutions to…

World’s First Independent BPO Accreditation Launches

World’s First Independent BPO Accreditation Launches

Last Chance to Take Part in Our Popular Benchmarking Survey!

Last Chance to Take Part in Our Popular Benchmarking…

Genesys Unveils a Suite of New AI-Powered Features

Genesys Unveils a Suite of New AI-Powered Features

$20M Boost for Synthflow’s Enterprise Voice AI

$20M Boost for Synthflow’s Enterprise Voice AI

Five9 Delivers 212% ROI, Says Forrester Study

Five9 Delivers 212% ROI, Says Forrester Study

New Research Reveals 72% of Consumers Are Open to AI Interactions

New Research Reveals 72% of Consumers Are Open to AI…

Gartner Releases Magic Quadrant for CCaaS 2025

Gartner Releases Magic Quadrant for CCaaS 2025

Zoom Secures Largest-Ever Contact Centre Deal

Zoom Secures Largest-Ever Contact Centre Deal

8×8 Has Unveiled Updated Platform Features to Improve CX

8×8 Has Unveiled Updated Platform Features to…

New Survey Reveals Hidden Crisis in UK Consumer Vulnerability

New Survey Reveals Hidden Crisis in UK Consumer…

Five9’s CX Summit Highlights – Exploring the Evolving Landscape of CX

Five9’s CX Summit Highlights – Exploring the…

Winners Announced at 2024 European Contact Centre & Customer Service Awards

Winners Announced at 2024 European Contact Centre &…

Alvaria and UJET Join Forces to Drive CX Innovation

Alvaria and UJET Join Forces to Drive CX Innovation

Sabio Launches App to Simplify Employee Leave Management

Sabio Launches App to Simplify Employee Leave Management

MaxContact CEO Ben Booth Earns LDC Top 50 Spot

MaxContact CEO Ben Booth Earns LDC Top 50 Spot

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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