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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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ECCCSA 2023 Winners Announced

ECCCSA 2023 Winners Announced

Oodle Selects NICE Enlighten AI

Oodle Selects NICE Enlighten AI

Uniphore and CS Infocomm Announce Strategic Partnership

Uniphore and CS Infocomm Announce Strategic Partnership

Limango Selects NICE CXone to Elevate Their CX Operation

Limango Selects NICE CXone to Elevate Their CX Operation

78% of UK IT Decision Makers Are Deploying AI and Automation

78% of UK IT Decision Makers Are Deploying AI and…

What Not to Miss at Call & Contact Centre Expo 2023

What Not to Miss at Call & Contact Centre Expo 2023

Uniphore and Workair Partner to Bring Enterprise AI to Ireland

Uniphore and Workair Partner to Bring Enterprise AI to…

Talkdesk Announces 2023 CX Innovators Award Winners

Talkdesk Announces 2023 CX Innovators Award Winners

Uniphore Advances Enterprise AI With New X Platform Capabilities

Uniphore Advances Enterprise AI With New X Platform…

HP and Poly Solutions Deliver Enhanced Flexibility

HP and Poly Solutions Deliver Enhanced Flexibility

Baptist World Aid Chooses 8×8 to Deliver Superior Experiences

Baptist World Aid Chooses 8×8 to Deliver Superior…

Unleashing CX in Amsterdam – A Round-Up

Unleashing CX in Amsterdam – A Round-Up

Club Med Expands NICE CXone to Improve Operational Efficiencies

Club Med Expands NICE CXone to Improve Operational…

Introducing Community from EvaluAgent

Introducing Community from EvaluAgent

Talkdesk Earns TrustRadius 2023 Best of Awards

Talkdesk Earns TrustRadius 2023 Best of Awards

Genesys Named Leader for Customer Engagement Platforms

Genesys Named Leader for Customer Engagement Platforms

TELUS International and Five9 Partner

TELUS International and Five9 Partner

Sabio Launches Specialist Salesforce Practice

Sabio Launches Specialist Salesforce Practice

CallMiner Advances Conversation Intelligence Platform

CallMiner Advances Conversation Intelligence Platform

Ascensos Signs Multi-Year Deal With Centrical

Ascensos Signs Multi-Year Deal With Centrical

Case Study: Hager Elevates Operational Efficiency

Case Study: Hager Elevates Operational Efficiency

8×8 Intelligent Customer Assistant Drives CX Success and Performance

8×8 Intelligent Customer Assistant Drives CX…

Get Set to Re-Imagine CX at Sabio’s Disrupt UK in 2024

Get Set to Re-Imagine CX at Sabio’s Disrupt UK in 2024

NICE Named an Exemplary Leader for Contact Centres

NICE Named an Exemplary Leader for Contact Centres

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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