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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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Sytel Announces Softdial Contact Center (SCC) Client

Sytel Announces Softdial Contact Center (SCC) Client

eBook Shares Three New Speech Analytics Strategies

eBook Shares Three New Speech Analytics Strategies

VCC Live Receives PCI DSS Certification

VCC Live Receives PCI DSS Certification

Poly Release New Video Conferencing Equipment

Poly Release New Video Conferencing Equipment

Hargreaves Lansdown Makes Moves To Improve Customer Experience

Hargreaves Lansdown Makes Moves To Improve Customer…

Enghouse Introduces Free 30-Day Software Trial

Enghouse Introduces Free 30-Day Software Trial

Case Study: Club Med

Case Study: Club Med

NICE Announce New Workforce Engagement Solution

NICE Announce New Workforce Engagement Solution

Halfords Enhance Digital Transformation Efforts

Halfords Enhance Digital Transformation Efforts

NICE Launches New Cloud-Based Compliance Solution

NICE Launches New Cloud-Based Compliance Solution

Calabrio’s Quality Solution Is Now Available on Salesforce

Calabrio’s Quality Solution Is Now Available on…

Series of Video Courses Launched to Help Customer Experience Leaders

Series of Video Courses Launched to Help Customer…

VCC Live Launch Their New Contact Centre Academy

VCC Live Launch Their New Contact Centre Academy

Calabrio Receive Plaudits for Their Workforce Optimization Solution

Calabrio Receive Plaudits for Their Workforce…

Voci Technologies Host a Speech Analytics Webinar

Voci Technologies Host a Speech Analytics Webinar

Playvox Acquires Agyle Time

Playvox Acquires Agyle Time

NICE Introduces New Microsoft Teams Integration to CXone

NICE Introduces New Microsoft Teams Integration to CXone

Talkdesk Releases Solutions for the “New Normal”

Talkdesk Releases Solutions for the “New…

Verint Aims to Help Small Businesses With Workforce Optimization

Verint Aims to Help Small Businesses With Workforce…

VCC Live Shortlisted for Best Predictive Dialler Award

VCC Live Shortlisted for Best Predictive Dialler Award

Liverpool City Council Kickstarts Digital Transformation

Liverpool City Council Kickstarts Digital Transformation

Five9 Wins Innovation Awards

Five9 Wins Innovation Awards

Case Study: Contact Centre Reduces Training Time by 50%

Case Study: Contact Centre Reduces Training Time by 50%

Case Study: Medavie Blue Cross Decrease Call Escalations by 40%

Case Study: Medavie Blue Cross Decrease Call Escalations…

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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