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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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Rentokil Initial Embarks on CX Project With Sabio

Rentokil Initial Embarks on CX Project With Sabio

Cyara Wins Three TMC Awards

Cyara Wins Three TMC Awards

Vonage Named a Leader in the Aragon Research Globe

Vonage Named a Leader in the Aragon Research Globe

Genesys Reveals Investment in CX Strategies Needed From Banks

Genesys Reveals Investment in CX Strategies Needed From…

Cyara Placed on Crown Commercial Service’s G-Cloud 13

Cyara Placed on Crown Commercial Service’s G-Cloud…

HybrIT Partners With Enghouse Interactive

HybrIT Partners With Enghouse Interactive

Cognigy Named on the Constellation Shortlist for Conversational AI

Cognigy Named on the Constellation Shortlist for…

Forum for Agent Engagement

Forum for Agent Engagement

Northern Ireland’s Contact Centre Workers Celebrated

Northern Ireland’s Contact Centre Workers Celebrated

NICE Deploys Solution to NHS Lothian

NICE Deploys Solution to NHS Lothian

Consumers Want Digital to Feel More Like Personal Conversations

Consumers Want Digital to Feel More Like Personal…

Case Study: Hitachi Energy Delivers Global Follow-the-Sun Support

Case Study: Hitachi Energy Delivers Global…

Sabio Group’s Consultancy Business Secures CityFibre

Sabio Group’s Consultancy Business Secures CityFibre

Contact Centre Testing Capabilities Pinpoint CX Failures at Scale

Contact Centre Testing Capabilities Pinpoint CX Failures…

Jabra Launches Evolve2 Buds

Jabra Launches Evolve2 Buds

Loud and Clear: IVR Testing Tools

Loud and Clear: IVR Testing Tools

NICE Announces Launch of FluenCX

NICE Announces Launch of FluenCX

The Top Ten Takeaways From Calabrio Customer Connect (C3)

The Top Ten Takeaways From Calabrio Customer Connect (C3)

Sensée Achieves Disability Confident Level 2 Employer Standard

Sensée Achieves Disability Confident Level 2 Employer…

NICE Announces Enlighten Journey Orchestration

NICE Announces Enlighten Journey Orchestration

Provider Selection: The New Superpower Troubleshooting Tool

Provider Selection: The New Superpower Troubleshooting…

The Latest Look at a Microsoft Teams Contact Centre

The Latest Look at a Microsoft Teams Contact Centre

Jabra Launches New Wireless Headset Designed for Frontline Workers

Jabra Launches New Wireless Headset Designed for…

Vonage Partners With Arsaga Partners

Vonage Partners With Arsaga Partners

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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