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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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What Not to Miss at Call & Contact Centre Expo 2022

What Not to Miss at Call & Contact Centre Expo 2022

Businesses Facing More NLP Challenges Than Expected

Businesses Facing More NLP Challenges Than Expected

Sensée and Bupa Homeworking Team Scoops Outsourcing Prize

Sensée and Bupa Homeworking Team Scoops Outsourcing Prize

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…

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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