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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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Mitel Award PCI Pal with a Developer Partner Certification

Mitel Award PCI Pal with a Developer Partner Certification

NICE inContact Releases New CXone Performance Analytics Integration

NICE inContact Releases New CXone Performance Analytics…

Calabrio Announces the Winners of Its ONE Awards

Calabrio Announces the Winners of Its ONE Awards

Talkdesk Announces Digital Showdown Event

Talkdesk Announces Digital Showdown Event

Calabrio Unveils New Workforce Engagement Management Suite

Calabrio Unveils New Workforce Engagement Management Suite

Case Study: How Poly Enabled Success in Their Virtual Contact Centre

Case Study: How Poly Enabled Success in Their Virtual…

VCC Live 7.0 Released With a Brand New, Modern Interface

VCC Live 7.0 Released With a Brand New, Modern Interface

Ethiopian Airlines Personalize Passenger Experiences

Ethiopian Airlines Personalize Passenger Experiences

Slater and Gordon Deploys New Communications Platform

Slater and Gordon Deploys New Communications Platform

Take Part in the New Continue & Begin Online Coaching Course

Take Part in the New Continue & Begin Online…

H&M Adds a Virtual Assistant and Live Chat to Its Contact Centre

H&M Adds a Virtual Assistant and Live Chat to Its…

Five9 Win a Customer Experience Innovation Award

Five9 Win a Customer Experience Innovation Award

Alfa-Bank Bolsters Its Contact Centre Security

Alfa-Bank Bolsters Its Contact Centre Security

New Survey Reveals Changing Consumer Behaviours in the COVID Era

New Survey Reveals Changing Consumer Behaviours in the…

RingCentral Rooms for Poly Is Now Available

RingCentral Rooms for Poly Is Now Available

Business Systems Awarded a Place in the G-Cloud 12 Framework

Business Systems Awarded a Place in the G-Cloud 12…

Clarabridge Announces Integration with Microsoft

Clarabridge Announces Integration with Microsoft

Call Centre Helper Wins Major Publishing Award

Call Centre Helper Wins Major Publishing Award

NICE to Showcase New Customer and Employee Experience Strategies

NICE to Showcase New Customer and Employee Experience…

NICE inContact Announces CXone Fall Release

NICE inContact Announces CXone Fall Release

NICE Recognized as a Robotic Process Automation Leader

NICE Recognized as a Robotic Process Automation Leader

Jabra Creates a New Virtual Meeting Room Bundle

Jabra Creates a New Virtual Meeting Room Bundle

Case Study: Akixi Supports Gamma During Remote Working Shift

Case Study: Akixi Supports Gamma During Remote Working…

Travel Agent Implements New Cloud Contact Centre Solution

Travel Agent Implements New Cloud Contact Centre Solution

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Top Stories

How to Manage Agent Workarounds and Shortcuts

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

Latest News

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Resources

Customer Operations Case Study Pack

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

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

Latest Blogs

Customer Satisfaction Survey Best Practices: A Complete Guide

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

Upcoming Webinars

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

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?