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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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Five9 Partners Lead with Outstanding Innovation

Five9 Partners Lead with Outstanding Innovation

Genesys Completes Acquisition of Radarr Technologies

Genesys Completes Acquisition of Radarr Technologies

Salesforce Signs Definitive Agreement to Acquire Spiff

Salesforce Signs Definitive Agreement to Acquire Spiff

Zoom Milestone as AI Generates Over 5 Million Meeting Summaries

Zoom Milestone as AI Generates Over 5 Million Meeting…

AI Access Given to Tens of Thousands of BigCommerce Customers

AI Access Given to Tens of Thousands of BigCommerce…

8×8 Bridges the Customer Engagement Gap

8×8 Bridges the Customer Engagement Gap

Benenden Health Transforms Experience for Over 860,000 Members

Benenden Health Transforms Experience for Over 860,000…

Jabra Research Unveils the Gen Z Working Paradox

Jabra Research Unveils the Gen Z Working Paradox

Jabra+ for Admins Paves the Way for Future Experiences

Jabra+ for Admins Paves the Way for Future Experiences

Zoom’s Newest Innovation Propels Company Into New World

Zoom’s Newest Innovation Propels Company Into New World

Simplyhealth Accelerates Healthcare Accessibility with Salesforce AI

Simplyhealth Accelerates Healthcare Accessibility with…

Carnival UK To Revolutionize Guest Experience Leveraging NICE CXone

Carnival UK To Revolutionize Guest Experience Leveraging…

2024 Off to Flying Start for 8×8 as They Announce 10+ Platform Updates

2024 Off to Flying Start for 8×8 as They Announce…

Now Open! Nominations for NICE’s 2024 PSAPs Awards

Now Open! Nominations for NICE’s 2024 PSAPs Awards

Wellbeing Triumph… Sabio Shortlisted for Health & Safety Award

Wellbeing Triumph… Sabio Shortlisted for Health…

8×8 Announces New Technology Partner Ecosystem with SellWith8

8×8 Announces New Technology Partner Ecosystem with…

Genesys to Acquire Radarr Technologies

Genesys to Acquire Radarr Technologies

GenAI Expert Nina Schick Is Confirmed for Disrupt

GenAI Expert Nina Schick Is Confirmed for Disrupt

86% of Consumers Want Retailers to Make AI More Diverse, Equitable, and Inclusive

86% of Consumers Want Retailers to Make AI More Diverse,…

8×8 Extends XCaaS Platform AI Capabilities

8×8 Extends XCaaS Platform AI Capabilities

MaxContact Supports UKNCCA 2024

MaxContact Supports UKNCCA 2024

Zendesk Releases Annual CX Trends Report

Zendesk Releases Annual CX Trends Report

Five9 Intelligent CX Platform Available on Google Cloud Marketplace

Five9 Intelligent CX Platform Available on Google Cloud…

Talkdesk Showcase CX Innovators Awards Winners

Talkdesk Showcase CX Innovators Awards Winners

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Top Stories

What Is Our Metric Fixation Really Costing Us?

Keep Your Finger on the Pulse of What Agents Think

Tactics to Manage QA Well During Seasonal Peaks

Latest News

Five9 Named a Leader for Ninth Time

Content Guru Recognised for 12th Consecutive Year

Resources

Webinar Replay: How to Turn Customer Feedback into Action

eBook: Capacity Planning for Contact Centre BPOs

Upcoming Events

26th October 2026

ICMI Contact Center Expo 2026

27th October 2026

The Intelligence Gap Shaping the Future of Customer Automation – Webinar

Latest Blogs

Q&A: The Role of AI When Every Second Counts

Why QA and CSAT Scores Don’t Always Match

Upcoming Webinars

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success