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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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Scorebuddy and Genesys Accelerate Growing Partnership

Scorebuddy and Genesys Accelerate Growing Partnership

8×8 Partners With Descope for Secure CX Solutions

8×8 Partners With Descope for Secure CX Solutions

Five9 Launches First Pre-Built Bi-Directional Presence for Microsoft Teams

Five9 Launches First Pre-Built Bi-Directional Presence…

Kore.ai Launches ‘AI for Work’ to Enhance Enterprise Efficiency

Kore.ai Launches ‘AI for Work’ to Enhance…

Prosper Chooses NICE to Transform Their Customer Experience

Prosper Chooses NICE to Transform Their Customer…

Verint Has Acquired Cognito to Advance AI-Driven CX

Verint Has Acquired Cognito to Advance AI-Driven CX

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

Five9’s CX Summit Highlights – Exploring the…

Record Number of Automated Customer Interactions Handled on Black Friday

Record Number of Automated Customer Interactions Handled…

Puzzel CCO Lindum on Maximizing CCaaS Investments

Puzzel CCO Lindum on Maximizing CCaaS Investments

UK National Contact Centre Awards Open for 2025

UK National Contact Centre Awards Open for 2025

Great Southern Bank Reduces Wait Times With NICE CXone

Great Southern Bank Reduces Wait Times With NICE CXone

Evaluagent Introduces a Refreshed Brand Identity

Evaluagent Introduces a Refreshed Brand Identity

Uniphore and Konecta Join Forces to Advance AI in CX

Uniphore and Konecta Join Forces to Advance AI in CX

Elevate AI: Unlocking the Future of Customer Experience 2024 (Event Highlights)

Elevate AI: Unlocking the Future of Customer Experience…

Winners Announced at 2024 European Contact Centre & Customer Service Awards

Winners Announced at 2024 European Contact Centre &…

70% of Agents Would Recommend Their Jobs, New Study Reveals

70% of Agents Would Recommend Their Jobs, New Study…

Cirrus and NICE Unite to Transform SME Contact Centres

Cirrus and NICE Unite to Transform SME Contact Centres

Scorebuddy Secures €5 Million Investment From Foresight

Scorebuddy Secures €5 Million Investment From Foresight

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

Navigating the Shift to Cloud Contact Centres – An…

8×8 Unveils Refreshed Brand to Elevate CX

8×8 Unveils Refreshed Brand to Elevate CX

Five9 GenAI Studio Wins Best New Product Award

Five9 GenAI Studio Wins Best New Product Award

Talkdesk Embedded Has Been Launched to Simplify Workflows

Talkdesk Embedded Has Been Launched to Simplify Workflows

What Not to Miss at Call & Contact Centre Expo 2024

What Not to Miss at Call & Contact Centre Expo 2024

How Maintel’s Rebrand Is Transforming Customer Experience

How Maintel’s Rebrand Is Transforming Customer Experience

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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