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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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New Report Reveals AI Needs Human Touch in CX

New Report Reveals AI Needs Human Touch in CX

Cirrus and Nebula Announce Partnership

Cirrus and Nebula Announce Partnership

Research Reveals 10-Point Drop in Global Customer Happiness

Research Reveals 10-Point Drop in Global Customer…

NICE Delivers CCaaS “Ultimate Trifecta”

NICE Delivers CCaaS “Ultimate Trifecta”

Zoom and ServiceNow Partner to Streamline Customer and IT Service Operations

Zoom and ServiceNow Partner to Streamline Customer and…

Zoom Contact Centre Introduces New Updates

Zoom Contact Centre Introduces New Updates

Talkdesk Introduces AI Agents for Healthcare

Talkdesk Introduces AI Agents for Healthcare

What You Missed at NiCE Interactions International in London 2025

What You Missed at NiCE Interactions International in…

Odigo Appoints Laurent Dechaux as New CEO

Odigo Appoints Laurent Dechaux as New CEO

Workvivo by Zoom Debuts New AI Tool

Workvivo by Zoom Debuts New AI Tool

CallMiner Acquires VOCALLS to Expand Automation Capabilities

CallMiner Acquires VOCALLS to Expand Automation…

Peopleware Enters South Africa Market Via LabourGenie.Net Alliance

Peopleware Enters South Africa Market Via…

Sprinklr Expands Its Reach with a New Integration With Bluesky

Sprinklr Expands Its Reach with a New Integration With…

$2B Thoma Bravo Acquisition Unites Verint and Calabrio

$2B Thoma Bravo Acquisition Unites Verint and Calabrio

Zoom Ready for Contact Centre Prime Time

Zoom Ready for Contact Centre Prime Time

NICE Announces the Launch of CXone Mpower Orchestrator

NICE Announces the Launch of CXone Mpower Orchestrator

Enghouse Interactive Announces a New Microsoft Teams Phone Integration

Enghouse Interactive Announces a New Microsoft Teams…

Talkdesk & Epic Partner to Transform Healthcare Support

Talkdesk & Epic Partner to Transform Healthcare…

Five9 Expands Global Reach with Google Cloud Marketplace

Five9 Expands Global Reach with Google Cloud Marketplace

Vonage Refreshes Startup Support with API Access

Vonage Refreshes Startup Support with API Access

Take Part in the 2025 WFM Benchmarking Survey 

Take Part in the 2025 WFM Benchmarking Survey 

NiCE Announces 2025 International CX Excellence Award Winners

NiCE Announces 2025 International CX Excellence Award…

8×8 and CallCabinet Partner to Streamline Compliance

8×8 and CallCabinet Partner to Streamline Compliance

Navigating the Shift to Cloud Contact Centres – An Expert’s Perspective

Navigating the Shift to Cloud Contact Centres – An…

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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