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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.

What Is Call Centre Shrinkage and How to Reduce It

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Mastering Contact Centre Quality Assurance

Ten Strategies for Removing Unnecessary Customer Contacts

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Complete Guide on Call Avoidance in Call Centres

The Seven Elements of Exceptional Customer Service

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Verint and Five9 Announce New Enhanced Partnership

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Call Centre Quality Assurance Guidelines & Tips

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Occupancy in Contact Centres: Definition, Impact and Management

Data Report

CCMA Releases New Data Research Report

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The Future of Customer Service for Housing Associations

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Arrow XL has Selected NICE to Drive its Digital Transformation

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2024 Survey Report: What Contact Centres Are Doing Right Now

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Zoom and Mitel Announce Partnership to Transform UC Solutions

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Three Cities, Three Events, and Uncovering the Real Challenges in CX

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Zoom CEO Eric Yuan “Tripling Down” on Contact Center

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Aspect Bursts Back Onto the CX Scene

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Sprinklr Shines in ISG Software Rankings

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Optus Wins Massive Australian Government Contact Centre Deal

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Supporting Vulnerable Customers in a Digital World

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8 Benchmarks to Improve Your Live Chat Metrics

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CX Award Wins – November 2024

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It’s Time for a More Thoughtful Approach to Technology in the CX

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Zoomtopia 2024 – A New Era of Contact Centre Excellence?

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NICE Has Launched CXone Mpower with AI Integration Updates