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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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Calabrio Launches Health of the Contact Centre 2021 Report

Calabrio Launches Health of the Contact Centre 2021 Report

CCMA Launches Contact Centre Standards Framework

CCMA Launches Contact Centre Standards Framework

CallMiner Launches a New Model for Operationalizing Speech Analytics

CallMiner Launches a New Model for Operationalizing…

NICE Leverages AI for Customer Insights

NICE Leverages AI for Customer Insights

NICE Announces Enlighten Journey Orchestration

NICE Announces Enlighten Journey Orchestration

NICE Named a Leader in Everest Group’s RPA PEAK Matrix 2022

NICE Named a Leader in Everest Group’s RPA PEAK Matrix…

Five9 IVAs Just Got More Powerful With Generative AI

Five9 IVAs Just Got More Powerful With Generative AI

Immerse Yourself With Intelligent Meeting Solutions From HP and Poly

Immerse Yourself With Intelligent Meeting Solutions From…

8×8 Announces Enhancements to the X Series Cloud Communications Platform

8×8 Announces Enhancements to the X Series Cloud…

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

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

Zendesk Releases Annual CX Trends Report

Zendesk Releases Annual CX Trends Report

Genesys Launches Native Journey Management for Genesys Cloud

Genesys Launches Native Journey Management for Genesys…

John Paul Selects Talkdesk to Support 700 Global Agents

John Paul Selects Talkdesk to Support 700 Global Agents

Case Study: Bouygues Telecom Reimagined 20+ Customer Journeys With Sabio

Case Study: Bouygues Telecom Reimagined 20+ Customer…

Voci Speech-to-Text Transcription

Voci Speech-to-Text Transcription

Sabio Group Launches Global ‘Centre of Excellence’ Function

Sabio Group Launches Global ‘Centre of Excellence’…

Case Study: Synthflow Voice Agents Handle 500K+ Calls per Month

Case Study: Synthflow Voice Agents Handle 500K+ Calls…

Intelisys Names Vonage 2022 Top Overall Program

Intelisys Names Vonage 2022 Top Overall Program

New Survey Finds Consumers Give Chatbots a Failing Grade in CX

New Survey Finds Consumers Give Chatbots a Failing Grade…

Jabra Launches Next-Gen Professional Speakerphones

Jabra Launches Next-Gen Professional Speakerphones

Case Study: Homes for Students Scores 4.5/5 CSAT Score With Netcall

Case Study: Homes for Students Scores 4.5/5 CSAT Score…

Survey – Shaping the Contact Centre Speech Technology of the Future

Survey – Shaping the Contact Centre Speech…

NICE Named a Leader in Journey Orchestration

NICE Named a Leader in Journey Orchestration

KMWorld Announce Their Top 100 Knowledge Management Companies

KMWorld Announce Their Top 100 Knowledge Management…

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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