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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: UK Power Networks Support Vulnerable Customers

Case Study: UK Power Networks Support Vulnerable Customers

Research Reveals AI Stands to Benefit Agent Mental Health

Research Reveals AI Stands to Benefit Agent Mental Health

Talkdesk Sponsors & Participates in APCC International Conference

Talkdesk Sponsors & Participates in APCC…

Centrical and Ocado Win Partnership Award

Centrical and Ocado Win Partnership Award

Genesys Unveils New AI Innovations at Xperience 24

Genesys Unveils New AI Innovations at Xperience 24

Genesys Introduces AI Across the Genesys Cloud Platform

Genesys Introduces AI Across the Genesys Cloud Platform

Genesys Launches Native Journey Management for Genesys Cloud

Genesys Launches Native Journey Management for Genesys…

Workvivo by Zoom Named Preferred Migration Partner

Workvivo by Zoom Named Preferred Migration Partner

Sabio Group Recognised for CX Expertise With Series of Awards

Sabio Group Recognised for CX Expertise With Series of…

Genesys Awards Season in Full Swing

Genesys Awards Season in Full Swing

Calabrio and Avaya Power Cloud Driven Excellence

Calabrio and Avaya Power Cloud Driven Excellence

HP Partners With Google to Offer Realistic Meeting Experience

HP Partners With Google to Offer Realistic Meeting…

NICE Welcomes Nicole Kidman as Celebrity Keynote at Interactions 2024

NICE Welcomes Nicole Kidman as Celebrity Keynote at…

NICE Tops 2024 Opus Research Report as Conversational Intelligence Leader

NICE Tops 2024 Opus Research Report as Conversational…

New Genesys Report Finds That All Generations Are Ready for AI

New Genesys Report Finds That All Generations Are Ready…

CallMiner Named a Leader by Top Analyst Firm

CallMiner Named a Leader by Top Analyst Firm

Avaya Spices Up CX Offering with Edify Acquisition

Avaya Spices Up CX Offering with Edify Acquisition

Talkdesk Earns TrustRadius 2024 Top Rated Awards

Talkdesk Earns TrustRadius 2024 Top Rated Awards

ServiceNow and Genesys Announce Strategic Partnership

ServiceNow and Genesys Announce Strategic Partnership

Talkdesk Named a Finalist at 2024 CCW Excellence Awards

Talkdesk Named a Finalist at 2024 CCW Excellence Awards

Sprinklr Digital Twin Set to Increase Digital Capacity

Sprinklr Digital Twin Set to Increase Digital Capacity

New Salesforce Solution Helps Agents Resolve Cases Faster

New Salesforce Solution Helps Agents Resolve Cases Faster

Enghouse and Voxtron Collaborate to Enhance CX

Enghouse and Voxtron Collaborate to Enhance CX

Calabrio Accelerates Self-Service and AI-Driven Knowledge

Calabrio Accelerates Self-Service and AI-Driven Knowledge

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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