Industry News

Contact centre industry experts share the latest news on employee engagement, technology, customer service, and customer experience (CX) trends related to the contact centre industry – updated every week on Call Centre Helper.

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Illustration of bank on 3D concept on green colour.
Case Study: HSBC Reduces Abandon Rates by 48% With Genesys
Network connection across Paris
Case Study: isp.net Achieves a 900% Increase in Performance Visibility With MiaRec
Lots of summer clothes on a rail
Case Study: Seasalt Cornwall Increased Service Level With Peopleware
Human and robot joining 2 puzzle pieces together
New Research Highlights the Challenges of Future-Proofing
Person shaking someone's hand out of a laptop
Is Technology in the Workplace a Blessing or a Curse?
Car dealership - Row of cars lined up
Case Study: Auto Trader Saves £70,000 Annually on Maintenance With Genesys
Payroll concept
Case Study: DailyPay Achieves $1 Million in Productivity Gains With Assembled
Hardware cables connected to internet
Case Study: Fibrus Improves NPS Score by 27% With Genesys
Paper to digital concept
Case Study: Input For You Achieved 80% SPT Rates With Netcall
Public Safety Guard
Case Study: Home Office Reduced Call Handling Time by 15% With Genesys
Unified Experience Concept
3 Keys to Delivering Unified Experiences with Genesys and ServiceNow
The gym
Case Study: Puregym Achieves a 300% Increase in Call Deflection With Genesys
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Case Study: SumUp Sees 50% Call Containment With Five9
Row of paper star sort on blue background with arrow up
On Demand Webinar: CX Trends in 2025 and Beyond
Employer recruiter with candidate with resume in job interview
Case Study: SHL Achieves 95% First Time Resolution With Vonage
Employee Benefits Package
Case Study: BenefitMall Boosts Their NPS Score With Scorebuddy
Call centre employees
Case Study: Wowcher Meets 90% Call Answer Rate in 30 Seconds With Vonage
Posh restaurant interior
Case Study: The Ivy Collection Boosts Conversion Rates by 20% With Five9
A medical worker touch medical cross shape and healthcare
Case Study: Imperial College Healthcare NHS Trust Reduces Call Wait Times With Netcall
Home, car insurance and concept
Case Study: Farmers Insurance Increases Productivity by 40% With Vonage
Phone with communication system on it
Case Study: Intercom Automated Its QA With Scorebuddy
Water and heading system
Case Study: Vaillant Improves Efficiency by 200% With Vonage
Estate agent broker reach contract form to client signing agreement contract
Case Study: Goosehead Insurance Increased Booking Rates to 80% With Vonage
2 people hand shaking
Case Study: Sanlam Boost CSAT With Scorebuddy
 
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