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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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NICE and AT&T Collaborate to Enhance Emergency Services Technology

NICE and AT&T Collaborate to Enhance Emergency…

Scorebuddy Launches GenAI Boosting QA Efficiency

Scorebuddy Launches GenAI Boosting QA Efficiency

Calabrio and Five9 Join Forces to Modernise Contact Centre Operations

Calabrio and Five9 Join Forces to Modernise Contact…

Genesys Xperience UKI 2024 Now Available On-Demand

Genesys Xperience UKI 2024 Now Available On-Demand

From Efficiency to Empathy: Genesys Cloud’s Bold Move to Revolutionize CX

From Efficiency to Empathy: Genesys Cloud’s Bold…

Evaluagent Partners With Five9 to Elevate CX

Evaluagent Partners With Five9 to Elevate CX

8×8 Unveils AI-Driven Platform Enhancements

8×8 Unveils AI-Driven Platform Enhancements

MiaRec Enhances Topic Analysis in Contact Centres with LLM

MiaRec Enhances Topic Analysis in Contact Centres with LLM

Regal.io and 8×8 Partner to Improve Employee and Customer Experience

Regal.io and 8×8 Partner to Improve Employee and…

Research Reveals How Office Noise Impacts Productivity and Wellbeing

Research Reveals How Office Noise Impacts Productivity…

Contexta360 Unveils New Advanced Speech Analytics Features

Contexta360 Unveils New Advanced Speech Analytics Features

New AI Capabilities Improve Summarization Features

New AI Capabilities Improve Summarization Features

Microsoft Releases AI-Driven Dynamics 365 Contact Center

Microsoft Releases AI-Driven Dynamics 365 Contact Center

Orange Cyberdefense Streamlines Service Operations with NICE CXone

Orange Cyberdefense Streamlines Service Operations with…

64% of Customers Don’t Want AI – New Gartner Report Finds

64% of Customers Don’t Want AI – New Gartner…

2024 International CX Excellence Award Winners Announced

2024 International CX Excellence Award Winners Announced

A New Survey Reveals Challenges for UK Contact Centres

A New Survey Reveals Challenges for UK Contact Centres

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…

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Top Stories

10 Customer-Centric Ideas We Heard at Adanola

What’s the Difference Between a Short- and Long-Term AI Strategy?

Key Things That “Make or Break” a Resource Planning Team

Latest News

Assembled Partners With Nextiva to Introduce WFM Integration

AnywhereNow Wins Second Microsoft AI Hackathon Challenge

Resources

Guide: Are Your Agents Ready?

Webinar Replay: How to Turn Customer Feedback into Action

Upcoming Events

3rd November 2026

2026 #RaisingStandards

3rd November 2026

Consumer Duty at Scale: Proving Fairness Across 100% of Interactions – Webinar

Latest Blogs

From AI Insights to Action: Closing the Coaching Gap

Awaab’s Law Phase 2: Connecting Property and Resident Data

Upcoming Webinars

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success