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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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Join Us for Our Final Webinar of 2020!

Join Us for Our Final Webinar of 2020!

Spearline Introduce Voice Assure Interstate

Spearline Introduce Voice Assure Interstate

Businesses Are Increasing Investment in Digital Channels and AI

Businesses Are Increasing Investment in Digital Channels…

Clarabridge Forges Ahead with Accelerated Growth in 2020

Clarabridge Forges Ahead with Accelerated Growth in 2020

Case Study: MMM Healthcare Simplifies Its Contact Centre Operations

Case Study: MMM Healthcare Simplifies Its Contact Centre…

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…

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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