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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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Telehealth Service DocPlanner Embraces New Video Platform

Telehealth Service DocPlanner Embraces New Video Platform

Enghouse Interactive to Showcase Omnichannel Contact Centres

Enghouse Interactive to Showcase Omnichannel Contact…

Sabio Group Launches Wellbeing Companion Solution

Sabio Group Launches Wellbeing Companion Solution

Case Study: UC Riverside Modernizes Campus Communications With Zoom

Case Study: UC Riverside Modernizes Campus…

City of Detroit 911 to Implement NICE Inform Elite

City of Detroit 911 to Implement NICE Inform Elite

Jabra Launches Video Solution

Jabra Launches Video Solution

Kakao Corp Upgrades Its Security Systems

Kakao Corp Upgrades Its Security Systems

Kelly Services Implement a Hosted Contact Centre Solution

Kelly Services Implement a Hosted Contact Centre Solution

NICE Releases Its Back Office Proficiency Essentials

NICE Releases Its Back Office Proficiency Essentials

NICE Release New Technology to Improve Digital Conversations

NICE Release New Technology to Improve Digital…

Enghouse Interactive Achieves Microsoft Certification

Enghouse Interactive Achieves Microsoft Certification

CX Translate Opens the Door to International Understanding

CX Translate Opens the Door to International Understanding

Case Study: Puregym Achieves a 300% Increase in Call Deflection With Genesys

Case Study: Puregym Achieves a 300% Increase in Call…

NICE inContact Named as a Leader in Cloud Contact Centres

NICE inContact Named as a Leader in Cloud Contact Centres

The Evolving World of Work for Contact Centres

The Evolving World of Work for Contact Centres

NICE inContact Announces CXone Fall Release

NICE inContact Announces CXone Fall Release

IPI Teams Up With The Mentoring Lab

IPI Teams Up With The Mentoring Lab

Mitel Celebrates a Legacy of Innovation at 50 Years

Mitel Celebrates a Legacy of Innovation at 50 Years

Genesys Launches BeyondCX eLearning Program

Genesys Launches BeyondCX eLearning Program

Noble Systems Wins Product of the Year Award

Noble Systems Wins Product of the Year Award

Cirrus’ Omnichannel Solutions are Now Available on Microsoft Teams

Cirrus’ Omnichannel Solutions are Now Available on…

Calabrio Receive Plaudits for Their Workforce Optimization Solution

Calabrio Receive Plaudits for Their Workforce…

Celebrating 22 Years of the North East Contact Centre Awards

Celebrating 22 Years of the North East Contact Centre…

Case Study: Leading US Stock Exchange Switches to the Cloud

Case Study: Leading US Stock Exchange Switches to the…

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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