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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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Route 101 and NiCE Win Major DWP Contract

Route 101 and NiCE Win Major DWP Contract

Diabolocom Launches New Mobile CX Tool

Diabolocom Launches New Mobile CX Tool

Sabio’s Disrupt Series Expands With Paris Event

Sabio’s Disrupt Series Expands With Paris Event

A Recent Survey Found 60% of Agents Don’t Promote Self-Service Options

A Recent Survey Found 60% of Agents Don’t Promote…

What Not to Miss at Customer Contact Week Las Vegas 2025

What Not to Miss at Customer Contact Week Las Vegas 2025

CallMiner Acquires VOCALLS to Expand Automation Capabilities

CallMiner Acquires VOCALLS to Expand Automation…

New Report Reveals AI Needs Human Touch in CX

New Report Reveals AI Needs Human Touch in CX

Salesforce Has Acquired Informatica

Salesforce Has Acquired Informatica

New Report Suggests Agentic AI Will Handle 68% of Interactions by 2028

New Report Suggests Agentic AI Will Handle 68% of…

Zoom Partners with Google to Power Next-Gen AI Tools

Zoom Partners with Google to Power Next-Gen AI Tools

MaxContact Acquires Curious Thing’s Tech to Expand AI Capabilities

MaxContact Acquires Curious Thing’s Tech to Expand AI…

Jabra Launches Engage AI Complete for Smarter Calls

Jabra Launches Engage AI Complete for Smarter Calls

8×8 Becomes Gold Sponsor of CCMA Ireland for 2025

8×8 Becomes Gold Sponsor of CCMA Ireland for 2025

New Report Highlights Latest WFM Trends

New Report Highlights Latest WFM Trends

Vonage Refreshes Startup Support with API Access

Vonage Refreshes Startup Support with API Access

NICE Enters a Strategic Collaboration With AWS

NICE Enters a Strategic Collaboration With AWS

Make 2025 the Year You Raise Your Industry Profile!

Make 2025 the Year You Raise Your Industry Profile!

CallMiner Releases New Updates to its AI Assist Platform

CallMiner Releases New Updates to its AI Assist Platform

NICE and ServiceNow Join Forces to Deliver an Integrated Platform

NICE and ServiceNow Join Forces to Deliver an Integrated…

Zoom and ServiceNow Partner to Streamline Customer and IT Service Operations

Zoom and ServiceNow Partner to Streamline Customer and…

Talkdesk Launches CX Solution for Small Businesses: Talkdesk Express

Talkdesk Launches CX Solution for Small Businesses:…

Five9 and Salesforce Launch Unified CX Platform

Five9 and Salesforce Launch Unified CX Platform

8×8 Releases New Updates to Its Communications Platform

8×8 Releases New Updates to Its Communications…

Cisco and ServiceNow Announce Partnership to Boost AI Security

Cisco and ServiceNow Announce Partnership to Boost AI…

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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