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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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Nuance Debuts ‘Digital Front Door’ for Patient Engagement

Nuance Debuts ‘Digital Front Door’ for…

Talkdesk Collaborates With AWS Contact Center Intelligence

Talkdesk Collaborates With AWS Contact Center Intelligence

Case Study: NB Power Improve and Speed-Up Their Induction Training

Case Study: NB Power Improve and Speed-Up Their…

Sabio Partners With the CCMA

Sabio Partners With the CCMA

NICE Wins WFM Award

NICE Wins WFM Award

Case Study: Contact Centre Reduces Average Handle Time by 12%

Case Study: Contact Centre Reduces Average Handle Time…

Business Systems Announces Investment by August Equity

Business Systems Announces Investment by August Equity

Vonage Partners With QU-in

Vonage Partners With QU-in

Case Study: RFP Reducing Contact Centre Training Time by Over 90%

Case Study: RFP Reducing Contact Centre Training Time by…

Calabrio ONE Now Available Via Twilio Flex Ecosystem

Calabrio ONE Now Available Via Twilio Flex Ecosystem

Spearline Releases the Latest Edition of Its Magazine

Spearline Releases the Latest Edition of Its Magazine

NICE Powers Acceleration of COVID-19 Vaccine Global Distribution Effort

NICE Powers Acceleration of COVID-19 Vaccine Global…

Spearline Release New Podcast Episodes

Spearline Release New Podcast Episodes

Talkdesk Joins the AWS Partner Network

Talkdesk Joins the AWS Partner Network

Case Study: Comdata Implements a New Virtual Desktop Solution

Case Study: Comdata Implements a New Virtual Desktop…

Five9 Announces Partnership With Conn3ct

Five9 Announces Partnership With Conn3ct

Global Insurance Provider Implements New Customer Engagement Technology

Global Insurance Provider Implements New Customer…

Sensée Named Small/Medium Outsourced Contact Centre of the Year

Sensée Named Small/Medium Outsourced Contact Centre of…

2020-21 UK Contact Centre Decision-Makers’ Guide

2020-21 UK Contact Centre Decision-Makers’ Guide

New Research Reveals Chatbot Trust Gap

New Research Reveals Chatbot Trust Gap

Business Systems Announces New Partnership

Business Systems Announces New Partnership

Check Out Our New and Improved Webinar Programme for 2021

Check Out Our New and Improved Webinar Programme for 2021

Sabio Wins Customer Experience Award

Sabio Wins Customer Experience Award

Lifesize Adds New Features to Its Cloud Contact Centre Solution

Lifesize Adds New Features to Its Cloud Contact Centre…

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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