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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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UK National Contact Centre Awards Open for 2025

UK National Contact Centre Awards Open for 2025

Talkdesk Launches CX Solution for Small Businesses: Talkdesk Express

Talkdesk Launches CX Solution for Small Businesses:…

HyperArc Acquisition Signals Zendesk’s AI Analytics Shift

HyperArc Acquisition Signals Zendesk’s AI Analytics Shift

AI and Automation to Reshape Customer Service by 2028

AI and Automation to Reshape Customer Service by 2028

New Report Launched for AI in Healthcare

New Report Launched for AI in Healthcare

A New Survey Reveals Challenges for UK Contact Centres

A New Survey Reveals Challenges for UK Contact Centres

Genesys Launches Cloud AI Studio For Responsible Agentic AI

Genesys Launches Cloud AI Studio For Responsible Agentic…

NICE Wins Big at Enterprise Connect 2025

NICE Wins Big at Enterprise Connect 2025

Forrester Recognizes Genesys as a CCaaS Leader

Forrester Recognizes Genesys as a CCaaS Leader

Customer Engagement Summit 2025

Customer Engagement Summit 2025

Synthflow Launches Memory Feature to AI Voice Agents

Synthflow Launches Memory Feature to AI Voice Agents

Sabio Expands ‘Disrupt’ CX Event Across Europe for 2025

Sabio Expands ‘Disrupt’ CX Event Across…

NICE Announces a Strategic Partnership With Deloitte Digital

NICE Announces a Strategic Partnership With Deloitte…

Sytel Urges Ofcom to Clarify Outbound Dialling Rules

Sytel Urges Ofcom to Clarify Outbound Dialling Rules

Assembled Enters Europe with New London Office

Assembled Enters Europe with New London Office

Five9 and Intradiem Expand Their Partnership With Real-Time Automation

Five9 and Intradiem Expand Their Partnership With…

CallMiner Introduces AI-Driven Customer Feedback Solution: CallMiner Outreach

CallMiner Introduces AI-Driven Customer Feedback…

Content Guru’s Global AI Vision Takes Centre Stage

Content Guru’s Global AI Vision Takes Centre Stage

AI Adoption in Customer Experience Faces Challenges According to Industry Leaders

AI Adoption in Customer Experience Faces Challenges…

Evaluagent and Phase2 Join Forces to Revolutionize QA

Evaluagent and Phase2 Join Forces to Revolutionize QA

Five9 and Salesforce Launch Unified CX Platform

Five9 and Salesforce Launch Unified CX Platform

Salesforce and ServiceNow Invest $1.5B in Genesys

Salesforce and ServiceNow Invest $1.5B in Genesys

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

From Efficiency to Empathy: Genesys Cloud’s Bold…

New Report Reveals AI Needs Human Touch in CX

New Report Reveals AI Needs Human Touch in CX

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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