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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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54% of Employees Believe Communication Is Key

54% of Employees Believe Communication Is Key

Spearline Share Their Thoughts on Vendor Management for Telecoms Networks

Spearline Share Their Thoughts on Vendor Management for…

Swinton Group Boosts Net Promoter Score by 11%

Swinton Group Boosts Net Promoter Score by 11%

IPI Picks Up Award at Genesys Partner Vision 2020

IPI Picks Up Award at Genesys Partner Vision 2020

Wisper Acquires Avencall Xivo

Wisper Acquires Avencall Xivo

Upcoming Webinar: What Impact Will Brexit Have on the Contact Centre?

Upcoming Webinar: What Impact Will Brexit Have on the…

Brits Prefer to Speak to Businesses on Zoom Rather Than With Their Parents

Brits Prefer to Speak to Businesses on Zoom Rather Than…

Winner of Business Phone System of the Year Announced

Winner of Business Phone System of the Year Announced

The Best and Worst Sectors for Customer Service Are Revealed…

The Best and Worst Sectors for Customer Service Are…

The North East Contact Centre Industry Announce 2020 Award Winners

The North East Contact Centre Industry Announce 2020…

Sensée Strikes Gold at the 2020 South West Contact Centre Awards

Sensée Strikes Gold at the 2020 South West Contact…

Spearline Introduce Latency Testing

Spearline Introduce Latency Testing

Vonage Partners with MODRON

Vonage Partners with MODRON

Lifesize Announces Partnership with Omilia

Lifesize Announces Partnership with Omilia

Clarabridge CX Analytics Now Available On Oracle Cloud Marketplace

Clarabridge CX Analytics Now Available On Oracle Cloud…

NICE Named a Leader in Intelligent Authentication and Fraud Prevention

NICE Named a Leader in Intelligent Authentication and…

Recorded Webinar: Voice Is Your New Brand Currency

Recorded Webinar: Voice Is Your New Brand Currency

Case Study: Hillarys Embarks on a Digital Transformation Journey

Case Study: Hillarys Embarks on a Digital Transformation…

Customer Experience Heroes: Connecting Lives Amid Destruction

Customer Experience Heroes: Connecting Lives Amid…

New Technology Translates Audio Conversations for Jabra Users

New Technology Translates Audio Conversations for Jabra…

NICE Unveils New Fraud Prevention Software

NICE Unveils New Fraud Prevention Software

Jacada and Servion Join Forces

Jacada and Servion Join Forces

Rectangle Health Makes Strides in Improving Customer Service Efficiency

Rectangle Health Makes Strides in Improving Customer…

Tricolor Deploys an Advanced Omnichannel Contact Centre

Tricolor Deploys an Advanced Omnichannel Contact Centre

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Top Stories

What Is Our Metric Fixation Really Costing Us?

Keep Your Finger on the Pulse of What Agents Think

Tactics to Manage QA Well During Seasonal Peaks

Latest News

Five9 Named a Leader for Ninth Time

Zoom Launches New AI Features for Customer Experience

Resources

Webinar Replay: How to Turn Customer Feedback into Action

eBook: Capacity Planning for Contact Centre BPOs

Upcoming Events

14th October 2026

Unified Communications Expo (UCX) London 2026

26th October 2026

ICMI Contact Center Expo 2026

Latest Blogs

Q&A: The Role of AI When Every Second Counts

Why QA and CSAT Scores Don’t Always Match

Upcoming Webinars

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success