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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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Cyara Named One of UK’s Best Workplaces for Wellbeing

Cyara Named One of UK’s Best Workplaces for…

Appello Careline Selects Sabio Group

Appello Careline Selects Sabio Group

23 Compelling Assertions From Sabio Disrupt 2023

23 Compelling Assertions From Sabio Disrupt 2023

Case Study: Swiss Life Select Drives Sales Performance

Case Study: Swiss Life Select Drives Sales Performance

New Survey Finds Consumers Give Chatbots a Failing Grade in CX

New Survey Finds Consumers Give Chatbots a Failing Grade…

Five9 Grows CINP Network

Five9 Grows CINP Network

NICE and Cognizant Announce Strategic Partnership

NICE and Cognizant Announce Strategic Partnership

Jabra Launches PanaCast 50 Video Bar System

Jabra Launches PanaCast 50 Video Bar System

53% of Frontline Colleagues Report Symptoms of Stress

53% of Frontline Colleagues Report Symptoms of Stress

Five9 Named Aragon Research Globe Leader

Five9 Named Aragon Research Globe Leader

8×8 Launches Customer Labs Open Beta Program

8×8 Launches Customer Labs Open Beta Program

Five9 Opens New European Engineering Hub

Five9 Opens New European Engineering Hub

Do You Sell Microsoft Teams?

Do You Sell Microsoft Teams?

Sabio Group Expands Into the Nordic Region & Strengthens Genesys Capability

Sabio Group Expands Into the Nordic Region &…

Spearline’s Look Back at 2022

Spearline’s Look Back at 2022

NICE Delivers New RPA Innovations

NICE Delivers New RPA Innovations

NICE Wins Technology Innovation Leadership Award

NICE Wins Technology Innovation Leadership Award

Contact Centre Competition – Rent-Free Accommodation for 1 Year

Contact Centre Competition – Rent-Free…

NICE Launches ElevateAI

NICE Launches ElevateAI

Sabio Group Aims to Empower the Global Contact Centre Workforce

Sabio Group Aims to Empower the Global Contact Centre…

G2 Names Scorebuddy a Leader

G2 Names Scorebuddy a Leader

Disrupt Keynote Speakers Announced

Disrupt Keynote Speakers Announced

NICE Launches Enlighten AutoSummary

NICE Launches Enlighten AutoSummary

72% of UK Online Companies Are Uncontactable by Phone

72% of UK Online Companies Are Uncontactable by Phone

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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