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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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Launch of Updated Odigo for Salesforce

Launch of Updated Odigo for Salesforce

Talkdesk for Service Cloud Voice on Salesforce AppExchange

Talkdesk for Service Cloud Voice on Salesforce AppExchange

Vonage Wins Salesforce Partner of the Year Award

Vonage Wins Salesforce Partner of the Year Award

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

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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