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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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Enghouse Interactive Achieves Microsoft Certification

Enghouse Interactive Achieves Microsoft Certification

Research Shows That One Bad Experience Can Dilute Brand Loyalty

Research Shows That One Bad Experience Can Dilute Brand…

Over 50% of Customer Interactions Come Through Digital Channels

Over 50% of Customer Interactions Come Through Digital…

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

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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