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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: Nottingham City Council Drive Efficiency and Channel Shift

Case Study: Nottingham City Council Drive Efficiency and…

CallMiner Updates Real-Time Speech Analytics Platform

CallMiner Updates Real-Time Speech Analytics Platform

Helplines Partnership Announces Helpline Award Winners for 2018

Helplines Partnership Announces Helpline Award Winners…

NICE Announces CX Excellence Award Winners

NICE Announces CX Excellence Award Winners

Case Study: How Essilor BBGR Switched to Remote Working

Case Study: How Essilor BBGR Switched to Remote Working

Thoma Bravo Acquires Calabrio

Thoma Bravo Acquires Calabrio

Novo Nordisk Chooses Vonage Contact Centre

Novo Nordisk Chooses Vonage Contact Centre

Spearline Reaches Final of International Customer Experience Awards 2019

Spearline Reaches Final of International Customer…

8×8 Agent Workspace Reimagines the Contact Centre

8×8 Agent Workspace Reimagines the Contact Centre

Outsourcing Supports Insurers Through Unprecedented Change

Outsourcing Supports Insurers Through Unprecedented Change

Case Study: Topcon Increase Agent Productivity With Level AI

Case Study: Topcon Increase Agent Productivity With…

Two Giants Meet – Zoom and Avaya Join Forces

Two Giants Meet – Zoom and Avaya Join Forces

Genesys Announce New Google Integration

Genesys Announce New Google Integration

EDF Energy Moves to the Cloud

EDF Energy Moves to the Cloud

Swisscom Quadruples Customer Interactions in Just Six Months

Swisscom Quadruples Customer Interactions in Just Six…

Water Company Implements a New Omnichannel Solution

Water Company Implements a New Omnichannel Solution

Clarabridge Introduces Intelligent Scoring

Clarabridge Introduces Intelligent Scoring

Sabio Group Acquires Anana

Sabio Group Acquires Anana

The Role of a Call Centre Trainer

The Role of a Call Centre Trainer

Research Reveals Industry Confidence in Artificial Intelligence

Research Reveals Industry Confidence in Artificial…

Doctolib Creates Innovative Telehealth Service

Doctolib Creates Innovative Telehealth Service

Secure Your Free Ticket for Contact Centre Expo

Secure Your Free Ticket for Contact Centre Expo

Clarabridge Announces Integration with Microsoft

Clarabridge Announces Integration with Microsoft

IP Integration Launches IPI Cloud AI

IP Integration Launches IPI Cloud AI

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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