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Latest News

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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Zoom’s EMEA CX Vision: Expectations, Efficiency, and Effortlessness

Zoom’s EMEA CX Vision: Expectations, Efficiency, and…

Cisco Announces New AI-Powered Tools at Enterprise Connect 2025

Cisco Announces New AI-Powered Tools at Enterprise…

New Study Reveals AI’s Key Role in Improving Customer Service

New Study Reveals AI’s Key Role in Improving Customer…

Genesys and Mitel Announce a Global Strategic Partnership

Genesys and Mitel Announce a Global Strategic Partnership

Zoomtopia 2024 – A New Era of Contact Centre Excellence?

Zoomtopia 2024 – A New Era of Contact Centre…

8×8 Unveils Refreshed Brand to Elevate CX

8×8 Unveils Refreshed Brand to Elevate CX

Three Cities, Three Events, and Uncovering the Real Challenges in CX

Three Cities, Three Events, and Uncovering the Real…

Agentic AI Expected to Resolve 80% of Common Issues by 2029

Agentic AI Expected to Resolve 80% of Common Issues by…

NICE and ServiceNow Join Forces to Deliver an Integrated Platform

NICE and ServiceNow Join Forces to Deliver an Integrated…

97% of Customer Queries Resolved by Zoom’s Virtual Assistant

97% of Customer Queries Resolved by Zoom’s Virtual…

What Not to Miss at Call & Contact Centre Expo 2024

What Not to Miss at Call & Contact Centre Expo 2024

Over Half of Contact Centre Interactions Still Rely on Voice Calls, New Survey Reveals

Over Half of Contact Centre Interactions Still Rely on…

Route 101 and NiCE Win Major DWP Contract

Route 101 and NiCE Win Major DWP Contract

Calabrio Announces Strategic Acquisition of Echo AI

Calabrio Announces Strategic Acquisition of Echo AI

NICE Named CCaaS Leader in Forrester 2025 Report

NICE Named CCaaS Leader in Forrester 2025 Report

Kristen Bell Stars in NiCE’s Human-Centred AI Campaign

Kristen Bell Stars in NiCE’s Human-Centred AI Campaign

Bookings for NICE AI Tools up by 134%

Bookings for NICE AI Tools up by 134%

Genesys Launches Social Media Support Platform

Genesys Launches Social Media Support Platform

Highlights of NICE Interactions 2024

Highlights of NICE Interactions 2024

Aspect Bursts Back Onto the CX Scene

Aspect Bursts Back Onto the CX Scene

NICE Enters a Strategic Collaboration With AWS

NICE Enters a Strategic Collaboration With AWS

Five9 Launches New Capabilities – AI Agents and AI Trust & Governance

Five9 Launches New Capabilities – AI Agents and AI Trust…

New Tool Gives Agents Greater Autonomy Over Their Schedules

New Tool Gives Agents Greater Autonomy Over Their…

Avaya Has Introduced Its New Platform: Avaya Infinity

Avaya Has Introduced Its New Platform: Avaya Infinity

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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