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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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Movers and Shakers March 2025

Movers and Shakers March 2025

CX Award Wins – August 2025

CX Award Wins – August 2025

Scorebuddy Launches GenAI Boosting QA Efficiency

Scorebuddy Launches GenAI Boosting QA Efficiency

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

New Report Suggests Agentic AI Will Handle 68% of…

Salesforce Has Acquired Informatica

Salesforce Has Acquired Informatica

Zoom Partners with Google to Power Next-Gen AI Tools

Zoom Partners with Google to Power Next-Gen AI Tools

2024 Survey Report: What Contact Centres Are Doing Right Now

2024 Survey Report: What Contact Centres Are Doing Right…

8×8 Enters a Strategic Partnership With ULAP

8×8 Enters a Strategic Partnership With ULAP

NiCE Signs $955 Million Deal to Acquire Cognigy

NiCE Signs $955 Million Deal to Acquire Cognigy

What Not to Miss at Customer Contact Week Las Vegas 2025

What Not to Miss at Customer Contact Week Las Vegas 2025

Calabrio Launches a Series of AI-Powered Enhancements to Its Suite

Calabrio Launches a Series of AI-Powered Enhancements to…

Implementation Cost Is the Biggest AI Adoption Barrier, New Survey Reveals

Implementation Cost Is the Biggest AI Adoption Barrier,…

Sabio and VoiceAbility Launch Neurodivergent CX Solution

Sabio and VoiceAbility Launch Neurodivergent CX Solution

Zoom Introduces New Features Across its Workplace Platform

Zoom Introduces New Features Across its Workplace Platform

New Report Highlights Latest WFM Trends

New Report Highlights Latest WFM Trends

Verint Has Acquired Cognito to Advance AI-Driven CX

Verint Has Acquired Cognito to Advance AI-Driven CX

8×8 Releases New Updates to Its Communications Platform

8×8 Releases New Updates to Its Communications…

How Will the 6th April Changes Impact UK Contact Centres?

How Will the 6th April Changes Impact UK Contact Centres?

Centrical Introduces a Set of New AI-Driven Features

Centrical Introduces a Set of New AI-Driven Features

Talkdesk Launches New Customer Experience Automation Platform

Talkdesk Launches New Customer Experience Automation…

Optus Wins Massive Australian Government Contact Centre Deal

Optus Wins Massive Australian Government Contact Centre…

What Not to Miss at Enterprise Connect 2025

What Not to Miss at Enterprise Connect 2025

Natterbox Unveils New AI Tools: AI Assistant & AI Agents

Natterbox Unveils New AI Tools: AI Assistant & AI…

Make 2025 the Year You Raise Your Industry Profile!

Make 2025 the Year You Raise Your Industry Profile!

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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