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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: Microsoft Drives Down Absenteeism

Case Study: Microsoft Drives Down Absenteeism

Case Study: Hampshire Trust Bank Reduce Manual Effort With Netcall

Case Study: Hampshire Trust Bank Reduce Manual Effort…

Sabio Group Launches Global ‘Centre of Excellence’ Function

Sabio Group Launches Global ‘Centre of Excellence’…

Rentokil Initial Embarks on CX Project With Sabio

Rentokil Initial Embarks on CX Project With Sabio

Case Study: How Global Sports Betting & iGaming Transformed WFM With Sabio

Case Study: How Global Sports Betting & iGaming…

91% of Contact Centre IT Staff Consider Compliance Investments a Priority

91% of Contact Centre IT Staff Consider Compliance…

Five9 to Acquire Aceyus

Five9 to Acquire Aceyus

Key Takeaways From Sabio’s AI & Automation CX Community Day

Key Takeaways From Sabio’s AI & Automation CX…

Rated People Selects New Telephony Platform

Rated People Selects New Telephony Platform

NICE Announces Acquisition of GoMoxie

NICE Announces Acquisition of GoMoxie

Revolut Partners With Vonage to Improve Customer Service Experience

Revolut Partners With Vonage to Improve Customer Service…

COVID-19: NICE Reports a Surge in Self-Service Scheduling Usage

COVID-19: NICE Reports a Surge in Self-Service…

RingCentral and NICE Expand and Extend Partnership

RingCentral and NICE Expand and Extend Partnership

Introducing SmartScore Powered by ChatGPT

Introducing SmartScore Powered by ChatGPT

NICE Advances AI-Driven CX with 2023 CXone Fall Release

NICE Advances AI-Driven CX with 2023 CXone Fall Release

Case Study: Christie NHS Foundation Trust Reduces Manual Data Entry With Netcall

Case Study: Christie NHS Foundation Trust Reduces Manual…

RingCentral Rooms for Poly Is Now Available

RingCentral Rooms for Poly Is Now Available

Case Study: ACCC Lower Attrition by 29% With MiaRec

Case Study: ACCC Lower Attrition by 29% With MiaRec

Vonage Enhances Video Capabilities for Its UCaaS and CCaaS Solutions

Vonage Enhances Video Capabilities for Its UCaaS and…

Case Study: The Globe and Mail Secures Payments With SequenceShift

Case Study: The Globe and Mail Secures Payments With…

Case Study: Tructyre Improved Service Level by 31% With Netcall

Case Study: Tructyre Improved Service Level by 31% With…

Five9 Levels up Partnership With Zendesk to Elevate CX Results

Five9 Levels up Partnership With Zendesk to Elevate CX…

Sabio Group Aims to Empower the Global Contact Centre Workforce

Sabio Group Aims to Empower the Global Contact Centre…

Five9 Advances in ServiceNow’s Build Partner Program

Five9 Advances in ServiceNow’s Build Partner Program

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Top Stories

What to Do With an Agent Who’s Suddenly Lost Their Confidence

10 Sure-Fire Ways to Undermine Compliance

The Do’s and Don’ts of Implementing Analytics

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Just 23% Optimise Automation With CX Insights, CallMiner Report Finds

Vonage Named Major Provider in Emerging ICX Category

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