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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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The ECCCSAs 2019 Winners Have Been Announced!

The ECCCSAs 2019 Winners Have Been Announced!

IPI and UK Youth Help Young People Build Bright Futures

IPI and UK Youth Help Young People Build Bright Futures

VCC Live Receives PCI DSS Certification

VCC Live Receives PCI DSS Certification

Contact Centre Frontline Salaries Up by 11%

Contact Centre Frontline Salaries Up by 11%

Case Study: UC Riverside Modernizes Campus Communications With Zoom

Case Study: UC Riverside Modernizes Campus…

COVID-19 Home Testing Kit Provider Deploys New Contact Centre Tech

COVID-19 Home Testing Kit Provider Deploys New Contact…

Talkdesk Wins Two UC Awards 2020

Talkdesk Wins Two UC Awards 2020

Sensée Named Small/Medium Outsourced Contact Centre of the Year

Sensée Named Small/Medium Outsourced Contact Centre of…

Hargreaves Lansdown Makes Moves To Improve Customer Experience

Hargreaves Lansdown Makes Moves To Improve Customer…

NICE Unveils Robo-Ethical Framework

NICE Unveils Robo-Ethical Framework

Vonage Chosen to Enhance Customer Acquisition and Post-Purchase Services

Vonage Chosen to Enhance Customer Acquisition and…

NICE Launches ElevateAI “1K Every Day”

NICE Launches ElevateAI “1K Every Day”

8×8, Poly and ScanSource Team Up to Create a Cloud Migration Program

8×8, Poly and ScanSource Team Up to Create a Cloud…

8×8 Launches New Channel Program for Microsoft Gold Partners

8×8 Launches New Channel Program for Microsoft Gold…

Talkdesk Releases Solutions for the “New Normal”

Talkdesk Releases Solutions for the “New…

Five9 Awarded Verint 2022 EMEA Cloud Partner of the Year 

Five9 Awarded Verint 2022 EMEA Cloud Partner of the Year 

Case Study: DVLA Achieves 30% Self-Service Rate With Content Guru

Case Study: DVLA Achieves 30% Self-Service Rate With…

Case Study: Nucleus Achieved 96% Employee Engagement With Elephants Don’t Forget

Case Study: Nucleus Achieved 96% Employee Engagement…

Maintaining Service Quality Remotely: The Webinar Series On Demand Now

Maintaining Service Quality Remotely: The Webinar Series…

Aircall Launches Its Next AI Phase

Aircall Launches Its Next AI Phase

Case Study: Rachio Improves Accuracy to 99% With Crescendo

Case Study: Rachio Improves Accuracy to 99% With Crescendo

CallMiner Named a Top 10 Contact Centre Technology Once Again

CallMiner Named a Top 10 Contact Centre Technology Once…

London Borough of Hounslow has Deployed 8×8 XCaaS

London Borough of Hounslow has Deployed 8×8 XCaaS

NICE Introduces E-Request

NICE Introduces E-Request

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Top Stories

10 Sure-Fire Ways to Undermine Compliance

The Do’s and Don’ts of Implementing Analytics

What Should You Do When You Think a Customer Is Lying?

Latest News

Connected Experiences Become Focus at The Experience Show Asia

54% Discover Compliance Breach Outside Routine QA Reviews

Resources

The Voice AI Agents Buyer’s Guide

Guide: Break the Customer and Agent Burnout Loop

Upcoming Events

15th September 2026

CX Connect Europe

15th September 2026

Planning Pitfalls: How to Avoid the Worst WFM Mistakes – Webinar

Latest Blogs

Auto QA is Live: Every Call Scored, Every Score Evidenced

When Customers Can’t Tell It’s AI, QA Can’t Be an Afterthought

Upcoming Webinars

Webinar: Are You Wasting Your CX Data’s Potential?

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action