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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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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

Case Study: Zego Improves QA

Case Study: Zego Improves QA

EvaluAgent Wins Best Quality Assurance Platform 2023

EvaluAgent Wins Best Quality Assurance Platform 2023

NICE a Leader in destinationCRM’s 2023 Industry Leadership Awards

NICE a Leader in destinationCRM’s 2023 Industry…

Five9 Honored With Three Global Partner Awards From AVANT

Five9 Honored With Three Global Partner Awards From AVANT

Search Within Assembled with Universal Search

Search Within Assembled with Universal Search

8×8 Announces New AI, Video and MS Teams Platform Enhancements

8×8 Announces New AI, Video and MS Teams Platform…

Research Reveals How IT Leaders Can Support CX Functions More Effectively

Research Reveals How IT Leaders Can Support CX Functions…

Research Reveals Challenges in Balancing Performance and Costs

Research Reveals Challenges in Balancing Performance and…

NICE Named Exemplary Leader for Agent Management

NICE Named Exemplary Leader for Agent Management

Odigo Named a Growth and Innovation Leader

Odigo Named a Growth and Innovation Leader

Research Reveals AI Fuels CX Success for Financial Services

Research Reveals AI Fuels CX Success for Financial…

Case Study: Mi Hub Improves Customer Journey

Case Study: Mi Hub Improves Customer Journey

Case Study: Jet2 Improves Employee Oversight

Case Study: Jet2 Improves Employee Oversight

Enghouse Expands Partnership with Intertec Systems

Enghouse Expands Partnership with Intertec Systems

NICE a Leader in Everest Group’s Task Mining Products PEAK Matrix

NICE a Leader in Everest Group’s Task Mining Products…

Uniphore Podcast: It’s About the People

Uniphore Podcast: It’s About the People

8×8 Announces Remote Fix for UK Housing Associations

8×8 Announces Remote Fix for UK Housing Associations

Five9 Awarded Intelisys 2023 Top CCaaS Supplier Award

Five9 Awarded Intelisys 2023 Top CCaaS Supplier Award

Genesys Ranked Leader in Frost Radar 2023 Report

Genesys Ranked Leader in Frost Radar 2023 Report

Invoca Launches Conversation Intelligence AI Innovations

Invoca Launches Conversation Intelligence AI Innovations

Case Study: PureGym Solves Peak Demand Challenges

Case Study: PureGym Solves Peak Demand Challenges

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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