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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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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

African Bank Implements Advanced Speech Analytics

African Bank Implements Advanced Speech Analytics

NICE and Symphony Partner to Drive Digital Transformation

NICE and Symphony Partner to Drive Digital Transformation

Five9 to Acquire Inference Solutions

Five9 to Acquire Inference Solutions

NICE inContact Named a Cloud Contact Centre Leader

NICE inContact Named a Cloud Contact Centre Leader

VCC Live Moves Its Headquarters to Accommodate Its Growing Workforce

VCC Live Moves Its Headquarters to Accommodate Its…

Happy Contact Centre Secrets – Infographic

Happy Contact Centre Secrets – Infographic

Webinar Replay: Navigate Your Contact Centre Budget in the New Year

Webinar Replay: Navigate Your Contact Centre Budget in…

Customer Experience Emerges as 2020 Bright Spot

Customer Experience Emerges as 2020 Bright Spot

Case Study: YoungMinds Upgrades Its Contact Centre Strategy

Case Study: YoungMinds Upgrades Its Contact Centre…

IP Integration Launches IPI Cloud AI

IP Integration Launches IPI Cloud AI

Genesys Named a Leader in the Gartner 2020 Magic Quadrant

Genesys Named a Leader in the Gartner 2020 Magic Quadrant

Lockdown Brits Shun Smart Clothes for Virtual Work Meetings

Lockdown Brits Shun Smart Clothes for Virtual Work…

New Study Shows the Value in Creating a “Connected Culture”

New Study Shows the Value in Creating a “Connected…

Jabra Evolve Series – Now Certified for Microsoft Teams

Jabra Evolve Series – Now Certified for Microsoft Teams

Homeworking Team Scoops Top Prize at 2020 Northern Contact Centre Awards

Homeworking Team Scoops Top Prize at 2020 Northern…

Case Study: Northern Ireland Water Implement a Chatbot

Case Study: Northern Ireland Water Implement a Chatbot

Aspect Software Celebrate 16 Years in India

Aspect Software Celebrate 16 Years in India

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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