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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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Zoom Levels Up AI Companion With Expanded Language Support

Zoom Levels Up AI Companion With Expanded Language Support

CallMiner Launches the CallMiner App Marketplace

CallMiner Launches the CallMiner App Marketplace

Case Study: APM Saves $1 Million With Genesys Cloud

Case Study: APM Saves $1 Million With Genesys Cloud

Case Study: Delta Air Lines Boosts Global Support with Calabrio

Case Study: Delta Air Lines Boosts Global Support with…

Poly Help LCRcom Strengthen Their Cloud Technology

Poly Help LCRcom Strengthen Their Cloud Technology

Take Part in the New Continue & Begin Online Coaching Course

Take Part in the New Continue & Begin Online…

Mitel Award PCI Pal with a Developer Partner Certification

Mitel Award PCI Pal with a Developer Partner Certification

Case Study – The Complexities of the Simple Fax

Case Study – The Complexities of the Simple Fax

Five9 Earns Metrigy MetriStar Award

Five9 Earns Metrigy MetriStar Award

Quickline Communications and Makepositive Collaborate

Quickline Communications and Makepositive Collaborate

Swinton Group Boosts Net Promoter Score by 11%

Swinton Group Boosts Net Promoter Score by 11%

NICE Named Top Leader in Metrigy’s Inaugural CCaaS Provider Ranking

NICE Named Top Leader in Metrigy’s Inaugural CCaaS…

Davies Embarks on Global Digital Transformation Project with Sabio

Davies Embarks on Global Digital Transformation Project…

Case Study: CloudControl Maximizes Agent Efficiency 

Case Study: CloudControl Maximizes Agent Efficiency 

8×8 Contact Center Wins TrustRadius 2023 Awards

8×8 Contact Center Wins TrustRadius 2023 Awards

MaxContact Revamp Contact Hub

MaxContact Revamp Contact Hub

£33 Million Saved in NHS Appointment Efficiency

£33 Million Saved in NHS Appointment Efficiency

Majority of Contact Centre Agents Feel Let Down by Lack of Information

Majority of Contact Centre Agents Feel Let Down by Lack…

Case Study: Delta Dental Strategically Improves Customer Service

Case Study: Delta Dental Strategically Improves Customer…

Visionflex Chooses Vonage to Power Its Remote Services

Visionflex Chooses Vonage to Power Its Remote Services

Twilio and Frame AI Announce Partnership

Twilio and Frame AI Announce Partnership

NICE Announce New Workforce Engagement Solution

NICE Announce New Workforce Engagement Solution

Transform Service Delivery with Powerful New Technology Trends

Transform Service Delivery with Powerful New Technology…

Case Study: Swiss Life Select Drives Sales Performance

Case Study: Swiss Life Select Drives Sales Performance

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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