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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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Europcar Transforms Global CX with NICE CXone

Europcar Transforms Global CX with NICE CXone

Enghouse Enhances Video Conferencing Solutions

Enghouse Enhances Video Conferencing Solutions

Foundever and CallMiner Earn IAOP 2023 Excellence Recognition

Foundever and CallMiner Earn IAOP 2023 Excellence…

Ty Chooses 8×8 XCaaS for Enhanced CX

Ty Chooses 8×8 XCaaS for Enhanced CX

Sabio Group Helps ENGIE Achieve Cloud Migration Goals

Sabio Group Helps ENGIE Achieve Cloud Migration Goals

8×8 Sales Assist Announced to Improve CX

8×8 Sales Assist Announced to Improve CX

Zoom Announces CX Suite Enhancements

Zoom Announces CX Suite Enhancements

Upland Revolutionizes Knowledge Management

Upland Revolutionizes Knowledge Management

NICE Named the Outright Leader in the 2023 SPARK Matrix

NICE Named the Outright Leader in the 2023 SPARK Matrix

Assist Digital Joins Five9 Partner Network

Assist Digital Joins Five9 Partner Network

Zoom Celebrates its Fourth Consecutive Time in the Leaders Quadrant

Zoom Celebrates its Fourth Consecutive Time in the…

Engage Hub and MaxContact Partner

Engage Hub and MaxContact Partner

The UK National Contact Centre Awards 2024 Are OPEN!

The UK National Contact Centre Awards 2024 Are OPEN!

8×8 a Leader in 2023 Gartner Magic Quadrant for UCaaS

8×8 a Leader in 2023 Gartner Magic Quadrant for UCaaS

NICE Named a CX Winner in Ventana Research Awards

NICE Named a CX Winner in Ventana Research Awards

PureGym One of the Fittest at This Year’s ECCCSAs

PureGym One of the Fittest at This Year’s ECCCSAs

Genesys Named a Leader by the IDC MarketScape

Genesys Named a Leader by the IDC MarketScape

Case Study: Seasalt Achieves a 100% Rise in Evaluations

Case Study: Seasalt Achieves a 100% Rise in Evaluations

Migration Services Assured for Genesys PureConnect Customers

Migration Services Assured for Genesys PureConnect…

CallMiner Announces LISTEN Award Winners

CallMiner Announces LISTEN Award Winners

Genesys Awarded Two 2023 Global AWS Partner Awards

Genesys Awarded Two 2023 Global AWS Partner Awards

Uniphore a Leader in Opus Research 2023 Report

Uniphore a Leader in Opus Research 2023 Report

ECCCSA 2023 Winners Announced

ECCCSA 2023 Winners Announced

Oodle Selects NICE Enlighten AI

Oodle Selects NICE Enlighten AI

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Top Stories

How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

Latest News

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Resources

Customer Operations Case Study Pack

Webinar Replay: Are You Wasting Your CX Data’s Potential?

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

Latest Blogs

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

Low-Code Use Cases With Real-World Examples

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?