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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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Uniphore Share Their Latest Podcast Episode

Uniphore Share Their Latest Podcast Episode

NICE Named a CCaaS Leader In Frost & Sullivan Report

NICE Named a CCaaS Leader In Frost & Sullivan Report

Twilio Announces CustomerAI Solutions

Twilio Announces CustomerAI Solutions

NICE Receives “AI Solution of the Year” Award

NICE Receives “AI Solution of the Year” Award

Enterprise AI Is Here. And It’s Remarkably Human.

Enterprise AI Is Here. And It’s Remarkably Human.

Get Faster, More Secure Logins With SAML SSO for Assembled

Get Faster, More Secure Logins With SAML SSO for Assembled

NICE Enlighten XO Receives 2023 “Disruptive Technology of the Year” Award

NICE Enlighten XO Receives 2023 “Disruptive Technology…

MaxContact Secures Major Investment to Drive Innovation and Propel Growth

MaxContact Secures Major Investment to Drive Innovation…

8×8 Named a Top Five Provider in Metrigy 2023 CCaaS MetriRank Report

8×8 Named a Top Five Provider in Metrigy 2023 CCaaS…

Unleash Agent Potential at the Agent Engagement Summit 2023

Unleash Agent Potential at the Agent Engagement Summit…

Talkdesk and Epic Enter New Collaboration

Talkdesk and Epic Enter New Collaboration

NICE Named Top Leader in Metrigy’s Inaugural CCaaS Provider Ranking

NICE Named Top Leader in Metrigy’s Inaugural CCaaS…

8×8 Announces New Generation Phone App for Microsoft Teams

8×8 Announces New Generation Phone App for…

Five9 Announces the Winners of its Reimagine CX Awards

Five9 Announces the Winners of its Reimagine CX Awards

Finalists Announced for the European Contact Centre & Customer Service Awards 2023

Finalists Announced for the European Contact Centre…

CommunityWFM Enhances Contact Centre WFM

CommunityWFM Enhances Contact Centre WFM

Case Study: Blackhawk Network Provides CX at Scale

Case Study: Blackhawk Network Provides CX at Scale

Qualtrics Announces General Availability of New AI Tools

Qualtrics Announces General Availability of New AI Tools

CallMiner Named the Leader in Conversation Intelligence

CallMiner Named the Leader in Conversation Intelligence

Contact Centres Open Doors for A-Level Graduates

Contact Centres Open Doors for A-Level Graduates

Dialpad Launches DialpadGPT

Dialpad Launches DialpadGPT

8×8 Wins Stevie Awards

8×8 Wins Stevie Awards

Sabio Group Named as Supplier on NS3 Framework

Sabio Group Named as Supplier on NS3 Framework

Genesys a CCaaS Leader in the 2023 Gartner Magic Quadrant

Genesys a CCaaS Leader in the 2023 Gartner Magic Quadrant

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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