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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 Named Tech Leader in 2022 SPARK Matrix

NICE Named Tech Leader in 2022 SPARK Matrix

Case Study: Teleperformance Drives Agent Efficiency

Case Study: Teleperformance Drives Agent Efficiency

University Streamlines Clearing Process With 8×8 XCaaS

University Streamlines Clearing Process With 8×8…

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

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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