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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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Cazoo Uses Calabrio Workforce Management

Cazoo Uses Calabrio Workforce Management

Alvaria Adds Real Time Intelligent AI Capability

Alvaria Adds Real Time Intelligent AI Capability

NICE Recognized for Conversational AI Applications and Chatbots

NICE Recognized for Conversational AI Applications and…

Vonage Recognized by Capterra as Top Performer

Vonage Recognized by Capterra as Top Performer

Thrive and Genesys Partner to Help Counter the Employee Burnout Crisis

Thrive and Genesys Partner to Help Counter the Employee…

Novo Nordisk Chooses Vonage Contact Centre

Novo Nordisk Chooses Vonage Contact Centre

eGain to Present at Mobile World Congress 2022

eGain to Present at Mobile World Congress 2022

BDO Deploys 8×8 XCaaS

BDO Deploys 8×8 XCaaS

Cognigy Increases Series B Funding

Cognigy Increases Series B Funding

Computacenter Selects Sabio to Support Service Desk Technologies

Computacenter Selects Sabio to Support Service Desk…

Akixi Announces Growth Investment

Akixi Announces Growth Investment

EvaluAgent’s QA Maturity Tool

EvaluAgent’s QA Maturity Tool

Visionflex Chooses Vonage to Power Its Remote Services

Visionflex Chooses Vonage to Power Its Remote Services

Landmark Year for Revenue and Users at EvaluAgent

Landmark Year for Revenue and Users at EvaluAgent

Growth in the Customer Management Industry Must Be Sustainable

Growth in the Customer Management Industry Must Be…

Case Study: Pizza Hut Orders Up Better Customer Experience

Case Study: Pizza Hut Orders Up Better Customer Experience

Calabrio Recognized as a Leader in G2 Contact Centre Workforce Report

Calabrio Recognized as a Leader in G2 Contact Centre…

NICE Expands Partnership With Google

NICE Expands Partnership With Google

eGain Knowledge Hub Receives ServiceNow Certification

eGain Knowledge Hub Receives ServiceNow Certification

Vodafone and RingCentral Launch New Communications Platform

Vodafone and RingCentral Launch New Communications…

Five9 Announces Brand Ambassador Partnership

Five9 Announces Brand Ambassador Partnership

Calabrio Releases New Performance Coaching

Calabrio Releases New Performance Coaching

Cognigy Named a Leader by Gartner

Cognigy Named a Leader by Gartner

Five9 Partner with Pindrop

Five9 Partner with Pindrop

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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