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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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Centrical Recognized as a Global Leader in Sales Gamification

Centrical Recognized as a Global Leader in Sales…

Kerv Wins at CCUK Awards

Kerv Wins at CCUK Awards

Sabio Group Launches CX Realities 2023

Sabio Group Launches CX Realities 2023

NICE Named an Exemplary Leader in Ventana Research

NICE Named an Exemplary Leader in Ventana Research

Kore.ai Voice Gateway Available on Genesys AppFoundry

Kore.ai Voice Gateway Available on Genesys AppFoundry

iQor Unveils Symphony [AI]

iQor Unveils Symphony [AI]

2023 Survey Report: What Contact Centres Are Doing Right Now

2023 Survey Report: What Contact Centres Are Doing Right…

Introducing Scorebuddy Quality Assurance Coaching

Introducing Scorebuddy Quality Assurance Coaching

How to Enhance CX With Expert Input

How to Enhance CX With Expert Input

Google Calendar Integration: Optimizing WFM

Google Calendar Integration: Optimizing WFM

Talkdesk to Showcase Efficiency With Generative AI at Gartner Symposium

Talkdesk to Showcase Efficiency With Generative AI at…

Aircall Launches Its Next AI Phase

Aircall Launches Its Next AI Phase

8×8 Announces New Video Functionality

8×8 Announces New Video Functionality

Assembled Gains Ground in the G2 Fall 2023 Report

Assembled Gains Ground in the G2 Fall 2023 Report

Optimizing and Automating With Call Intent

Optimizing and Automating With Call Intent

Take Part: The UK Contact Centre Decision-Makers’ Guide

Take Part: The UK Contact Centre Decision-Makers’…

Intermedia Expands Free International Calling Zone

Intermedia Expands Free International Calling Zone

Zendesk Extends its CX Leadership with AI Offerings

Zendesk Extends its CX Leadership with AI Offerings

Multimodal Conversational AI Helps Drive Better Outcomes

Multimodal Conversational AI Helps Drive Better Outcomes

NICE to Acquire LiveVox

NICE to Acquire LiveVox

Take Your Hybrid Workspace to New Heights with HP and Poly Solutions

Take Your Hybrid Workspace to New Heights with HP and…

Scorebuddy Announces the Launch of Scorebuddy Coaching

Scorebuddy Announces the Launch of Scorebuddy Coaching

Winners Revealed at the Welsh Contact Centre Awards

Winners Revealed at the Welsh Contact Centre Awards

Infobip Launches Experiences to Revolutionise CX

Infobip Launches Experiences to Revolutionise CX

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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