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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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Case Study: Creating an Omnichannel Customer Care Centre

Case Study: Creating an Omnichannel Customer Care Centre

Case Study: PureGym Transforms Its Contact Centre With Genesys

Case Study: PureGym Transforms Its Contact Centre With…

Case Study: ECSI Achieves 68% Containment with NICE

Case Study: ECSI Achieves 68% Containment with NICE

NICE Announce New Workforce Engagement Solution

NICE Announce New Workforce Engagement Solution

Addressing Today’s Key Homeworking Challenges

Addressing Today’s Key Homeworking Challenges

More Than 4 in 5 Calls to 999 Are Not Life-Threatening

More Than 4 in 5 Calls to 999 Are Not Life-Threatening

NICE Enlighten XO Receives 2023 “Disruptive Technology of the Year” Award

NICE Enlighten XO Receives 2023 “Disruptive Technology…

Zoom Workplace Makes It Easier to Connect

Zoom Workplace Makes It Easier to Connect

Jabra Enhances Microsoft Teams BYOD Experience

Jabra Enhances Microsoft Teams BYOD Experience

Case Study: Carte Blanche Simplified Complex Workflows With Netcall

Case Study: Carte Blanche Simplified Complex Workflows…

African Bank Implements Advanced Speech Analytics

African Bank Implements Advanced Speech Analytics

Global Insurance Provider Implements New Customer Engagement Technology

Global Insurance Provider Implements New Customer…

Sunrise Communications Bolsters Its Workforce Management Strategy

Sunrise Communications Bolsters Its Workforce Management…

Qualtrics Announces General Availability of DXA

Qualtrics Announces General Availability of DXA

Playvox and Natterbox Join Forces

Playvox and Natterbox Join Forces

New Enhanced Quality Monitoring Leaves the Scorecard Behind

New Enhanced Quality Monitoring Leaves the Scorecard…

Get Set to Re-Imagine CX at Sabio’s Disrupt UK in 2024

Get Set to Re-Imagine CX at Sabio’s Disrupt UK in 2024

NICE Named Tech Leader in 2022 SPARK Matrix

NICE Named Tech Leader in 2022 SPARK Matrix

Unlocking the Secrets to Exceptional CX at Five9 CX Summit

Unlocking the Secrets to Exceptional CX at Five9 CX Summit

Missed Public Sector Appointments Caused by Communication Issues

Missed Public Sector Appointments Caused by…

EvaluAgent Integrates ChatGPT in Industry First Milestone

EvaluAgent Integrates ChatGPT in Industry First Milestone

Genesys Announces Simplified Automated Task Management Solution

Genesys Announces Simplified Automated Task Management…

Qualtrics Announces General Availability of New AI Tools

Qualtrics Announces General Availability of New AI Tools

Case Study: Haier Smart Home Drives Agent Wellbeing and Autonomy

Case Study: Haier Smart Home Drives Agent Wellbeing and…

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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