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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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NICE Recognizes Top EMEA and APAC Innovators

NICE Recognizes Top EMEA and APAC Innovators

Introducing SmartView Custom Dashboards

Introducing SmartView Custom Dashboards

Playvox and Natterbox Join Forces

Playvox and Natterbox Join Forces

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

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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