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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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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

Hotelbeds’ Contact Centre Handles the Challenges of a Global Pandemic

Hotelbeds’ Contact Centre Handles the Challenges…

See Verint Monet Workforce Management in Action

See Verint Monet Workforce Management in Action

Inbenta Announces the Launch of a Podcast Series

Inbenta Announces the Launch of a Podcast Series

Akixi Release Live Chat Analytics and UI Improvements

Akixi Release Live Chat Analytics and UI Improvements

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Top Stories

10 Sure-Fire Ways to Undermine Compliance

The Do’s and Don’ts of Implementing Analytics

What Should You Do When You Think a Customer Is Lying?

Latest News

Connected Experiences Become Focus at The Experience Show Asia

54% Discover Compliance Breach Outside Routine QA Reviews

Resources

The Voice AI Agents Buyer’s Guide

Guide: Break the Customer and Agent Burnout Loop

Upcoming Events

15th September 2026

CX Connect Europe

15th September 2026

Planning Pitfalls: How to Avoid the Worst WFM Mistakes – Webinar

Latest Blogs

Auto QA is Live: Every Call Scored, Every Score Evidenced

When Customers Can’t Tell It’s AI, QA Can’t Be an Afterthought

Upcoming Webinars

Webinar: Are You Wasting Your CX Data’s Potential?

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action