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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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Winners Announced at the UK National Contact Centre Awards 2023

Winners Announced at the UK National Contact Centre…

New GROW Programme Launched

New GROW Programme Launched

Avaya and Alvaria Partner

Avaya and Alvaria Partner

CX Event to Showcase Enlighten’s Pioneering AI For Business

CX Event to Showcase Enlighten’s Pioneering AI For…

8×8 Wins Stevie Awards in 2023 American Business Awards

8×8 Wins Stevie Awards in 2023 American Business…

G2 Summer Report: Scorebuddy a Leader in Contact Center QA

G2 Summer Report: Scorebuddy a Leader in Contact Center QA

Sabio Group Launches Wellbeing Companion Solution

Sabio Group Launches Wellbeing Companion Solution

AI-Powered Updates to Jabra PanaCast 50

AI-Powered Updates to Jabra PanaCast 50

Mishearing on Customer Calls Costing Contact Centres £246m a Year

Mishearing on Customer Calls Costing Contact Centres…

Southwest Transplant Alliance Deploys 8×8

Southwest Transplant Alliance Deploys 8×8

The Contact Company Selects Calabrio WFM

The Contact Company Selects Calabrio WFM

Five9 Earns Metrigy MetriStar Top Provider Award

Five9 Earns Metrigy MetriStar Top Provider Award

NICE Launches Next Big Leap of Enlighten

NICE Launches Next Big Leap of Enlighten

NICE Named Company of the Year for Conversational AI

NICE Named Company of the Year for Conversational AI

Four Innovations to Unlock the Zoom Meeting Experience

Four Innovations to Unlock the Zoom Meeting Experience

Case Study: OVO Energy Boosts Engagement

Case Study: OVO Energy Boosts Engagement

Jabra Engage AI Integrates With storm’s Sentiment Analysis

Jabra Engage AI Integrates With storm’s Sentiment Analysis

Odigo Awarded the EcoVadis Silver Medal

Odigo Awarded the EcoVadis Silver Medal

Quickline Communications and Makepositive Collaborate

Quickline Communications and Makepositive Collaborate

MaxContact Featured in Gartner’s Market Guide

MaxContact Featured in Gartner’s Market Guide

Consumers Returning to Assisted Channels

Consumers Returning to Assisted Channels

Odigo Announces Chrome Enterprise Recommended Certification

Odigo Announces Chrome Enterprise Recommended…

8×8 Contact Center Wins TrustRadius 2023 Awards

8×8 Contact Center Wins TrustRadius 2023 Awards

Case Study: injixo and Thomas Cook

Case Study: injixo and Thomas Cook

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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