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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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Global Artificial Intelligence Centre of Excellence Established in Ireland

Global Artificial Intelligence Centre of Excellence…

Puzzel Launches Agent Assist

Puzzel Launches Agent Assist

How ProcedureFlow is Helping Contact Centers Adapt in Times of Crisis

How ProcedureFlow is Helping Contact Centers Adapt in…

Jacada and Servion Join Forces

Jacada and Servion Join Forces

New Research Reveals Chatbot Trust Gap

New Research Reveals Chatbot Trust Gap

Sparkhound Provides Client Support 24/7 With 8×8 Contact Center

Sparkhound Provides Client Support 24/7 With 8×8…

Consumers Returning to Assisted Channels

Consumers Returning to Assisted Channels

Case Study: Auto Trader Saves £70,000 Annually on Maintenance With Genesys

Case Study: Auto Trader Saves £70,000 Annually on…

Winners of 2024 UK National Contact Centre Awards Announced

Winners of 2024 UK National Contact Centre Awards…

Growth in the Customer Management Industry Must Be Sustainable

Growth in the Customer Management Industry Must Be…

Enghouse Releases Proteus Call Accounting Capability for Microsoft Teams

Enghouse Releases Proteus Call Accounting Capability for…

Aircall Launches Its Next AI Phase

Aircall Launches Its Next AI Phase

Case Study: Henderson Group Reduced Onboarding With Netcall

Case Study: Henderson Group Reduced Onboarding With…

Genesys Announces Great Performance in Cloud Solution Sales

Genesys Announces Great Performance in Cloud Solution…

Genesys Extends Relationship with BT

Genesys Extends Relationship with BT

Two-Thirds of Brits Frustrated at Long Customer Service Waiting Times

Two-Thirds of Brits Frustrated at Long Customer Service…

Foehn Achieves G-Cloud 11 Approval Across Full Product Suite

Foehn Achieves G-Cloud 11 Approval Across Full Product…

Council Moves Entire Contact Centre to the Cloud for Remote Working

Council Moves Entire Contact Centre to the Cloud for…

Case Study: Thanet District Council Provide Better Service

Case Study: Thanet District Council Provide Better Service

VCC Live Raises $2.4 Million to Expand Services

VCC Live Raises $2.4 Million to Expand Services

Jabra Expands the Evolve2 Range

Jabra Expands the Evolve2 Range

Jabra Launch Evolve 65e

Jabra Launch Evolve 65e

Join the Alvaria Customer Advisory Council

Join the Alvaria Customer Advisory Council

Poly Secures Awards for Speakerphones and Video Bar

Poly Secures Awards for Speakerphones and Video Bar

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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