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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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Genesys Cloud Integrates With Microsoft Teams

Genesys Cloud Integrates With Microsoft Teams

New Research Shows the Value of Contact Centres in Healthcare

New Research Shows the Value of Contact Centres in…

Jabra Launches Engage 55

Jabra Launches Engage 55

Consumers Judge Brands Based on Their Customer Service Experience

Consumers Judge Brands Based on Their Customer Service…

Case Study: How Nottingham City Homes Moved to the Cloud

Case Study: How Nottingham City Homes Moved to the Cloud

Davies Acquires Ember Group

Davies Acquires Ember Group

UK’s First National Contact Centre Day Confirmed

UK’s First National Contact Centre Day Confirmed

Talkdesk Feature in New Gartner Report

Talkdesk Feature in New Gartner Report

Genesys Launches Genesys DX

Genesys Launches Genesys DX

NICE inContact Wins a Gold Stevie Award

NICE inContact Wins a Gold Stevie Award

NICE Launches Next Big Leap of Enlighten

NICE Launches Next Big Leap of Enlighten

Case Study: Chemical Company Embraces Cloud Solution

Case Study: Chemical Company Embraces Cloud Solution

Next Webinars in the Series!

Next Webinars in the Series!

8×8 Wins Stevie Awards in 2023 American Business Awards

8×8 Wins Stevie Awards in 2023 American Business…

Faking Empathy Is Now a Huge Risk for UK Companies

Faking Empathy Is Now a Huge Risk for UK Companies

Case Study: The Ivy Collection Boosts Conversion Rates by 20% With Five9

Case Study: The Ivy Collection Boosts Conversion Rates…

Puzzel Acquires Logicalware Customer Engagement Platform

Puzzel Acquires Logicalware Customer Engagement Platform

Talkdesk Community to Launch at Opentalk 2021

Talkdesk Community to Launch at Opentalk 2021

23 Compelling Assertions From Sabio Disrupt 2023

23 Compelling Assertions From Sabio Disrupt 2023

RingCentral Launches Video Meetings in Europe

RingCentral Launches Video Meetings in Europe

Case Study: Viewrail Achieves 70% Self-Service Rate With Zoom

Case Study: Viewrail Achieves 70% Self-Service Rate With…

Case Study: Smartsheet Boosted Efficiency by 60% With Level AI

Case Study: Smartsheet Boosted Efficiency by 60% With…

Odigo Announces Chrome Enterprise Recommended Certification

Odigo Announces Chrome Enterprise Recommended…

Playvox WFM: Optimizing the Service Heart of Modern Business – Webinar Replay

Playvox WFM: Optimizing the Service Heart of Modern…

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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