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

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

Success for Sabio Clients at UK National Contact Centre Awards

Success for Sabio Clients at UK National Contact Centre…

Staysure Chooses NiCE For European Expansion

Staysure Chooses NiCE For European Expansion

NiCE Partners With Snowflake to Streamline CX Data

NiCE Partners With Snowflake to Streamline CX Data

Assembled Improves Workforce Management Tools

Assembled Improves Workforce Management Tools

Assembled Launches AI-Powered Assist Across All Channels

Assembled Launches AI-Powered Assist Across All Channels

BT Group Expands ServiceNow Partnership to Save Agents Time

BT Group Expands ServiceNow Partnership to Save Agents…

Leeds Building Society Modernises its Contact Centre with Sabio

Leeds Building Society Modernises its Contact Centre…

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

NICE Launches 1CX: An All-In-One UCaaS for $5 Month

NICE Launches 1CX: An All-In-One UCaaS for $5 Month

Five9 Launches AI Agents for Personalised Service

Five9 Launches AI Agents for Personalised Service

Talkdesk Fuels Condor’s Next-Gen CX Transformation

Talkdesk Fuels Condor’s Next-Gen CX Transformation

77% Report Cost Savings From AI in CX

77% Report Cost Savings From AI in CX

NICE Launches AI-Powered Global Translator for Business

NICE Launches AI-Powered Global Translator for Business

CCMA Releases New Data Research Report

CCMA Releases New Data Research Report

Cekura Raises $2.4M to Test Voice AI at Scale

Cekura Raises $2.4M to Test Voice AI at Scale

8×8 Expands Its Cloud Platform With AI Tools

8×8 Expands Its Cloud Platform With AI Tools

Vonage Powers Bluegrass Network’s Unified Communications Upgrade

Vonage Powers Bluegrass Network’s Unified Communications…

Sabio, Avaya and Transcom Unveil AI Translation for Contact Centres

Sabio, Avaya and Transcom Unveil AI Translation for…

Kore.ai Unveils ‘AI For Process’ For Smarter Automation

Kore.ai Unveils ‘AI For Process’ For Smarter…

Foundever and Cognigy Expand Partnership to Scale AI in CX

Foundever and Cognigy Expand Partnership to Scale AI in CX

Genesys and Lighthouse Works Launch Software for Blind Advisors

Genesys and Lighthouse Works Launch Software for Blind…

Calabrio Launches New AI-Powered QM Tools

Calabrio Launches New AI-Powered QM Tools

Evaluagent Launches New Conversation Analytics Feature

Evaluagent Launches New Conversation Analytics Feature

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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