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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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New Research on AI’s Impact on Customer Service Agents

New Research on AI’s Impact on Customer Service…

NICE Announces Summer 2023 Release of CXone

NICE Announces Summer 2023 Release of CXone

Resilient Operations Partner With QStory

Resilient Operations Partner With QStory

Cirrus Releases Game-Changing Upgrade to Its Contact Centre Platform

Cirrus Releases Game-Changing Upgrade to Its Contact…

Cresta Announces Expansion of Voice Platform Integrations

Cresta Announces Expansion of Voice Platform Integrations

Agent Empowerment Takes Centre Stage With QStory’s Agent Flex Software

Agent Empowerment Takes Centre Stage With QStory’s Agent…

Schneider Electric Taps Genesys to Transform Its CX

Schneider Electric Taps Genesys to Transform Its CX

Journey.ai Expands Suite on the Five9 CX Marketplace

Journey.ai Expands Suite on the Five9 CX Marketplace

NICE Named Overall Leader in Technology Excellence and Customer Impact

NICE Named Overall Leader in Technology Excellence and…

Sprinklr Launches More than 700 new Features

Sprinklr Launches More than 700 new Features

Zoom Launches WEM Suite for Contact Centre Teams

Zoom Launches WEM Suite for Contact Centre Teams

Oracle Introduces Generative AI Capabilities

Oracle Introduces Generative AI Capabilities

Genesys and ibex Partner to Deliver Next Generation CX Solutions

Genesys and ibex Partner to Deliver Next Generation CX…

Talkdesk Ranked #1 Overall for Global Contact Center Grid

Talkdesk Ranked #1 Overall for Global Contact Center Grid

Uniphore Announces U-Capture

Uniphore Announces U-Capture

Lake Ridge Bank Modernizes Customer Engagement with 8×8

Lake Ridge Bank Modernizes Customer Engagement with…

Calabrio Named an Exemplary Vendor in Ventana Research Buyers Guide

Calabrio Named an Exemplary Vendor in Ventana Research…

IntelePeer Announces Extension to SmartFlows Platform

IntelePeer Announces Extension to SmartFlows Platform

Unlocking New Enhancements With Salesforce Service Cloud Voice BYOT

Unlocking New Enhancements With Salesforce Service Cloud…

Vonage Introduces Conversations for Salesforce

Vonage Introduces Conversations for Salesforce

Unravelling WFM Solutions and Innovations

Unravelling WFM Solutions and Innovations

NICE Awards Excellence in CX for Innovative Digital, AI and Cloud Technologies

NICE Awards Excellence in CX for Innovative Digital, AI…

Execs In The Know & Conduent Release New CX Research Report

Execs In The Know & Conduent Release New CX…

G2 Report: Scorebuddy a Leader for Contact Center Quality Assurance

G2 Report: Scorebuddy a Leader for Contact Center…

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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