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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: Orgadata Streamlines Global Operations with babelforce

Case Study: Orgadata Streamlines Global Operations with…

The ECCCSAs Are Now Accepting Entries

The ECCCSAs Are Now Accepting Entries

MaxContact Reveal Benchmarking Results

MaxContact Reveal Benchmarking Results

Case Study: Injixo Helps CXL Improve Agent Adherence

Case Study: Injixo Helps CXL Improve Agent Adherence

Winners of 2024 UK National Contact Centre Awards Announced

Winners of 2024 UK National Contact Centre Awards…

People in Southampton Won’t Wait a Minute on Hold

People in Southampton Won’t Wait a Minute on Hold

Case Study: ESP Group Transforms CX With Sabio

Case Study: ESP Group Transforms CX With Sabio

Sprinklr Named Leader in Digital Customer Interaction Solutions Report

Sprinklr Named Leader in Digital Customer Interaction…

Case Study: ESS Group Centralises Customer Support With Puzzel

Case Study: ESS Group Centralises Customer Support With…

MiaRec Platform Now Supports 98 Languages

MiaRec Platform Now Supports 98 Languages

2024 UK National Contact Centre Award Winners Announced

2024 UK National Contact Centre Award Winners Announced

Evaluagent Take Home Best Contact Centre Solution Award

Evaluagent Take Home Best Contact Centre Solution Award

NICE Wins Its Largest Ever CXone Deal

NICE Wins Its Largest Ever CXone Deal

Pluxee Successfully Transforms CX

Pluxee Successfully Transforms CX

Consumers Still Divided on Positivity of AI in Customer Service

Consumers Still Divided on Positivity of AI in Customer…

Research Reveals Concerns About AI Deployment 

Research Reveals Concerns About AI Deployment 

Five9 Wins Workforce Innovation Award

Five9 Wins Workforce Innovation Award

New Zoom Experience Centre Designed to Immerse Customers

New Zoom Experience Centre Designed to Immerse Customers

Talkdesk Wins Cloud-Based CX Solution of the Year

Talkdesk Wins Cloud-Based CX Solution of the Year

Five9 and Salesforce Integrate for Hyper-Personalized CX

Five9 and Salesforce Integrate for Hyper-Personalized CX

Microsoft Launches Stand Alone CCaaS Solution – Microsoft Dynamics 365 Contact Center

Microsoft Launches Stand Alone CCaaS Solution –…

Cnect Wales Opens Customer Service Career Pathways

Cnect Wales Opens Customer Service Career Pathways

Zoom for Government Offered Authorized Contact Centre Experience

Zoom for Government Offered Authorized Contact Centre…

Talkdesk Report Reveals AI Fuels Improved Experiences Amid Surging Call Volumes

Talkdesk Report Reveals AI Fuels Improved Experiences…

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Top Stories

Take the “Fear Factor” Out of Agent Role Play

Smarter Ways to Close the Loop on Customer Feedback

Top Games to Reinforce Agent Skills and Knowledge

Latest News

Netcall and Box Partner to Make Information More Accessible

Five9 to Acquire Level AI in $325 Million Deal

Resources

What Contact Centres Are Doing Right Now - 2026 Edition

White Paper: Three Ways to Make Automated Customer Experiences More Human

Upcoming Events

10th November 2026

Future-Ready Planning: Trends and Skills for Modern Planners – Webinar

11th November 2026

Preparing for 2027: What the Latest Research Tells Us – Webinar

Latest Blogs

The Discipline Behind Achieving a ‘Return on Intelligence’

7 Outbound Dialler Features You Need In Your Call Centre

Upcoming Webinars

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success