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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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Over 50% of Customer Interactions Come Through Digital Channels

Over 50% of Customer Interactions Come Through Digital…

Spark NZ Selects Calabrio

Spark NZ Selects Calabrio

CallMiner Offer New Customer Experience Solution Pack

CallMiner Offer New Customer Experience Solution Pack

Cazoo Uses Calabrio Workforce Management

Cazoo Uses Calabrio Workforce Management

Using the Snooze Alerts Function on Voice Assure

Using the Snooze Alerts Function on Voice Assure

Four Innovations to Unlock the Zoom Meeting Experience

Four Innovations to Unlock the Zoom Meeting Experience

Homeworking Team Scoops Top Prize at 2020 Northern Contact Centre Awards

Homeworking Team Scoops Top Prize at 2020 Northern…

eBook Shares Three New Speech Analytics Strategies

eBook Shares Three New Speech Analytics Strategies

Vonage Recognized by Capterra as Top Performer

Vonage Recognized by Capterra as Top Performer

8×8 Drives Success and Performance with New Supervisor Workspace

8×8 Drives Success and Performance with New…

MaxContact Secures Major Investment to Drive Innovation and Propel Growth

MaxContact Secures Major Investment to Drive Innovation…

Uniphore Share Their Latest Podcast Episode

Uniphore Share Their Latest Podcast Episode

Case Study: North Devon Council Reduces Abandonment Rates With Zoom

Case Study: North Devon Council Reduces Abandonment…

Case Study: Advantage Reserve Achieves 100% Call Coverage with MiaRec

Case Study: Advantage Reserve Achieves 100% Call…

Aspect Reveal Interesting Findings From New Contact Centre Research

Aspect Reveal Interesting Findings From New Contact…

Cox & Cox Establish a Future Platform for Growth

Cox & Cox Establish a Future Platform for Growth

NICE Creates Automation ‘Centre of Excellence’ for Higher Education

NICE Creates Automation ‘Centre of Excellence’ for…

Building Customer Loyalty in the Next Normal – Webinar Replay

Building Customer Loyalty in the Next Normal – Webinar…

Case Study: Payoneer Creates a Culture of Learning

Case Study: Payoneer Creates a Culture of Learning

8×8 Intelligent Customer Assistant Drives CX Success and Performance

8×8 Intelligent Customer Assistant Drives CX…

Salesforce Helps Small Businesses with Ready to Use Solution

Salesforce Helps Small Businesses with Ready to Use…

New Agent Co-Pilot Improves Speed and Quality of Interactions

New Agent Co-Pilot Improves Speed and Quality of…

Case Study: Orgadata Streamlines Global Operations with babelforce

Case Study: Orgadata Streamlines Global Operations with…

Talkdesk Ranked #1 Overall for Global Contact Center Grid

Talkdesk Ranked #1 Overall for Global Contact Center Grid

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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