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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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Talkdesk Wins 2021 Globee

Talkdesk Wins 2021 Globee

Cirrus Solution to Support Blind and Partially Sighted Agents

Cirrus Solution to Support Blind and Partially Sighted…

Sensée Creates 500 Work-from-Home Contact Centre Roles

Sensée Creates 500 Work-from-Home Contact Centre Roles

NICE Unveils Robo-Ethical Framework

NICE Unveils Robo-Ethical Framework

CallMiner Announces LISTEN UK 2021 Award Winners

CallMiner Announces LISTEN UK 2021 Award Winners

RingCentral and NICE Expand and Extend Partnership

RingCentral and NICE Expand and Extend Partnership

Vonage Contact Center (VCC) for Service Cloud Voice Now Available

Vonage Contact Center (VCC) for Service Cloud Voice Now…

Case Study: Littlefish Achieves 95% Satisfaction Rate

Case Study: Littlefish Achieves 95% Satisfaction Rate

Playvox WFM: Optimizing the Service Heart of Modern Business – Webinar Replay

Playvox WFM: Optimizing the Service Heart of Modern…

RingCentral Wins Overall Video Conferencing Solution of the Year

RingCentral Wins Overall Video Conferencing Solution of…

Talkdesk Ranked #1 in 16 G2 Summer Reports

Talkdesk Ranked #1 in 16 G2 Summer Reports

Jabra PanaCast 50 Now Available

Jabra PanaCast 50 Now Available

Genesys Launches Genesys DX

Genesys Launches Genesys DX

Vonage Named a Leader in Aragon Research Globe 2021

Vonage Named a Leader in Aragon Research Globe 2021

Enhancements to RingCentral Rooms Announced

Enhancements to RingCentral Rooms Announced

Calabrio Named a Top Workplace

Calabrio Named a Top Workplace

Calabrio Extends Cloud Workforce Engagement Management Capabilities

Calabrio Extends Cloud Workforce Engagement Management…

Talkdesk Announces CX Innovator Awards 2021 Winners

Talkdesk Announces CX Innovator Awards 2021 Winners

Qualtrics and Genesys Form New Partnership

Qualtrics and Genesys Form New Partnership

NICE Leverages AI for Customer Insights

NICE Leverages AI for Customer Insights

New Platforms Announced at Opentalk 2021

New Platforms Announced at Opentalk 2021

Genesys Commits to a Sustainable Future

Genesys Commits to a Sustainable Future

Five9 Launches CX Maturity Model

Five9 Launches CX Maturity Model

Comdata to Launch New Trustpilot Fully Managed Service

Comdata to Launch New Trustpilot Fully Managed Service

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Top Stories

What Is Our Metric Fixation Really Costing Us?

Keep Your Finger on the Pulse of What Agents Think

Tactics to Manage QA Well During Seasonal Peaks

Latest News

Five9 Named a Leader for Ninth Time

Content Guru Recognised for 12th Consecutive Year

Resources

Webinar Replay: How to Turn Customer Feedback into Action

eBook: Capacity Planning for Contact Centre BPOs

Upcoming Events

26th October 2026

ICMI Contact Center Expo 2026

27th October 2026

The Intelligence Gap Shaping the Future of Customer Automation – Webinar

Latest Blogs

Q&A: The Role of AI When Every Second Counts

Why QA and CSAT Scores Don’t Always Match

Upcoming Webinars

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success