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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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Genesys Unveils New Artificial Intelligence-Powered Routing Engine

Genesys Unveils New Artificial Intelligence-Powered…

Mashreq Bank Partners With Koopid

Mashreq Bank Partners With Koopid

Talkdesk Collaborates With AWS Contact Center Intelligence

Talkdesk Collaborates With AWS Contact Center Intelligence

How NICE inContact Has Grown Over the Past Two Years

How NICE inContact Has Grown Over the Past Two Years

European Contact Centre and Customer Service Award Winners 2018

European Contact Centre and Customer Service Award…

Case Study: Freshly Builds New Quality Assurance Programme

Case Study: Freshly Builds New Quality Assurance Programme

Study Reveals Shifting Consumer Attitudes to Banking

Study Reveals Shifting Consumer Attitudes to Banking

ZOOM Introduce New Workforce Management Platform

ZOOM Introduce New Workforce Management Platform

Odigo Named Leader in Frost & Sullivan Radar for European CCaaS Market

Odigo Named Leader in Frost & Sullivan Radar for…

Nuance Add to Their Roster of Security Solutions

Nuance Add to Their Roster of Security Solutions

What Not to Miss at Call & Contact Centre Expo 2022

What Not to Miss at Call & Contact Centre Expo 2022

Liverpool City Council Kickstarts Digital Transformation

Liverpool City Council Kickstarts Digital Transformation

NICE inContact Add New AI Capabilities to CXone

NICE inContact Add New AI Capabilities to CXone

Video Communication Soars During COVID-19 Crisis

Video Communication Soars During COVID-19 Crisis

Jabra Adds a New Generation of Contact Centre Headsets to the Engage Line

Jabra Adds a New Generation of Contact Centre Headsets…

Freshworks Announces Strategic Partnership with TCS

Freshworks Announces Strategic Partnership with TCS

Healthcare Provider Bolsters Its Customer Care Technologies

Healthcare Provider Bolsters Its Customer Care…

Contact Centre Handling Times Are Increasing

Contact Centre Handling Times Are Increasing

Case Study: Canva Doubles Agent Productivity With Assembled

Case Study: Canva Doubles Agent Productivity With…

8×8 XCaaS for Multinational Companies in Indonesia

8×8 XCaaS for Multinational Companies in Indonesia

Millennials and Generation Z Are Driving the Digital-First Future of Customer Experience

Millennials and Generation Z Are Driving the…

Journey Excellence Score: The New Customer Experience Metric

Journey Excellence Score: The New Customer Experience…

Jabra Announces Microsoft Teams Integration

Jabra Announces Microsoft Teams Integration

IVR Best Practices, from DTMF to Conversational AI

IVR Best Practices, from DTMF to Conversational AI

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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