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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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Case Study: Emergency Hero Achieves 20× Savings With Cloudax

Case Study: Emergency Hero Achieves 20× Savings With…

Interview with Technical Solutions Architects About Number Testing

Interview with Technical Solutions Architects About…

NICE inContact CXone Delivers a Digital-First Omnichannel Offering

NICE inContact CXone Delivers a Digital-First…

Jabra Announces Partner Conference Award Winners

Jabra Announces Partner Conference Award Winners

80% Believe AI Will Provide a Better Experience

80% Believe AI Will Provide a Better Experience

Spearline Announce Acquisition of testRTC

Spearline Announce Acquisition of testRTC

Enterprise AI Is Here. And It’s Remarkably Human.

Enterprise AI Is Here. And It’s Remarkably Human.

UK National Contact Centre Awards – Winners Announced

UK National Contact Centre Awards – Winners Announced

Atos and NICE inContact Announce Partnership

Atos and NICE inContact Announce Partnership

Infobip Shift 21 Celebrates Jubilee Year

Infobip Shift 21 Celebrates Jubilee Year

New Report Into UK BPO Trends

New Report Into UK BPO Trends

Empowering People – CCMA Interview With Stephen Yap

Empowering People – CCMA Interview With Stephen Yap

How Insurers Can Harness Odigo’s Microsoft Teams Connector

How Insurers Can Harness Odigo’s Microsoft Teams Connector

Calabrio Charts Record UK Growth

Calabrio Charts Record UK Growth

Security Breaches Among Video Call Challenges

Security Breaches Among Video Call Challenges

CallMiner Releases Annual CX Landscape Report

CallMiner Releases Annual CX Landscape Report

ECCCSA 2023 Winners Announced

ECCCSA 2023 Winners Announced

Sabio Group Acquires Fonetic

Sabio Group Acquires Fonetic

Talkdesk Named a Leader in the Aragon Research Globe

Talkdesk Named a Leader in the Aragon Research Globe

NICE Launches Enlighten AutoSummary

NICE Launches Enlighten AutoSummary

Case Study: ENGIE Completes Digital Transformation

Case Study: ENGIE Completes Digital Transformation

Case Study: Swarvoski Improved Agent Efficiency With AnywhereNow

Case Study: Swarvoski Improved Agent Efficiency With…

Playvox Named a Leader in The Grid Report

Playvox Named a Leader in The Grid Report

NICE and Deutsche Telekom Global Business Announce Partnership

NICE and Deutsche Telekom Global Business Announce…

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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