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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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CX Fest 2024: Networking with Sun, Sand, and CX Insights!

CX Fest 2024: Networking with Sun, Sand, and CX Insights!

New Report Launched for AI in Healthcare

New Report Launched for AI in Healthcare

Leeds Building Society Modernises its Contact Centre with Sabio

Leeds Building Society Modernises its Contact Centre…

Highlights of NICE Interactions 2024

Highlights of NICE Interactions 2024

New Study Shows AI Enhances Consumer Loyalty

New Study Shows AI Enhances Consumer Loyalty

BT Group Expands ServiceNow Partnership to Save Agents Time

BT Group Expands ServiceNow Partnership to Save Agents…

Genesys and Lighthouse Works Launch Software for Blind Advisors

Genesys and Lighthouse Works Launch Software for Blind…

Awaken and Tethr Merge to Target Contact Centre Solutions

Awaken and Tethr Merge to Target Contact Centre Solutions

Odigo Launches Extended Contact Center

Odigo Launches Extended Contact Center

Sabio Secures Vattenfall Deal for Cloud Contact Centre Overhaul

Sabio Secures Vattenfall Deal for Cloud Contact Centre…

Talkdesk Boosts Retail CX with Enhanced GenAI Tools

Talkdesk Boosts Retail CX with Enhanced GenAI Tools

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

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

Optus Wins Massive Australian Government Contact Centre Deal

Optus Wins Massive Australian Government Contact Centre…

NICE Launches CXone Mpower. A Game-Changer for AI in CX?

NICE Launches CXone Mpower. A Game-Changer for AI in CX?

NICE Delivers CCaaS “Ultimate Trifecta”

NICE Delivers CCaaS “Ultimate Trifecta”

Zoom Ready for Contact Centre Prime Time

Zoom Ready for Contact Centre Prime Time

Zoom CEO Eric Yuan “Tripling Down” on Contact Center

Zoom CEO Eric Yuan “Tripling Down” on Contact Center

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Top Stories

Switch From Live Chat to Chatbots – Without Losing Customers

10 Top Ideas We Heard From Oxfordshire County Council

How to Manage Agent Workarounds and Shortcuts

Latest News

2026 Research: What Contact Centres Are Doing Right Now

CX Live’s The Experience Show Middle East 2026 Highlights

Resources

What Contact Centres Are Doing Right Now - 2026 Edition

Report: The AI Reality Check

Upcoming Events

5th October 2026

Customer Contact Week Europe (CCW Europe)

6th October 2026

How CX Leaders Can Govern AI Agent Quality Across Channels – Webinar

Latest Blogs

Users Want Answers, Not Search Results

AI Call Scoring in Contact Centres: What Your QA Team Does Next

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?