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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Case Study: Marston Holdings Reduces AHT With MaxContact
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Case Study: Charlie Bigham’s Boosts Efficiency with Netcall
Smart city and digital transformation
Case Study: Telmore Saves 400+ Hours a Month With Puzzel
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How MiaRec Customers Use Auto QA to Transform Their Business
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Case Study: HSBC Reduces Abandon Rates by 48% With Genesys
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Case Study: isp.net Achieves a 900% Increase in Performance Visibility With MiaRec
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Case Study: Seasalt Cornwall Increased Service Level With Peopleware
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New Research Highlights the Challenges of Future-Proofing
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Is Technology in the Workplace a Blessing or a Curse?
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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
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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
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On Demand Webinar: CX Trends in 2025 and Beyond
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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
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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