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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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Natterbox Awarded Cloud Telephony Product of the Year

Natterbox Awarded Cloud Telephony Product of the Year

Calabrio Announce the Finalists of Their Analytics Award

Calabrio Announce the Finalists of Their Analytics Award

Sabio Group Acquires Anana

Sabio Group Acquires Anana

Personalizing the Customer Journey via Digital Channels

Personalizing the Customer Journey via Digital Channels

CallMiner Launches a New Model for Operationalizing Speech Analytics

CallMiner Launches a New Model for Operationalizing…

Genesys Extends Relationship with BT

Genesys Extends Relationship with BT

Two-Thirds of Brits Frustrated at Long Customer Service Waiting Times

Two-Thirds of Brits Frustrated at Long Customer Service…

RingCentral Launches Video Meetings in Europe

RingCentral Launches Video Meetings in Europe

Talkdesk Release New At-Home and Mobile Workforce Solutions

Talkdesk Release New At-Home and Mobile Workforce…

Vonage Awarded G-Cloud 12 Framework Agreement

Vonage Awarded G-Cloud 12 Framework Agreement

VCC Live Earns New G2 Crowd Badges

VCC Live Earns New G2 Crowd Badges

Nuance AI Helps to Improve Rakuten Mobile’s Communications Platform

Nuance AI Helps to Improve Rakuten Mobile’s…

Aspect Announces Integration With Google’s Verified Calls

Aspect Announces Integration With Google’s Verified Calls

Talkdesk Is Named to the 2020 Forbes Cloud 100

Talkdesk Is Named to the 2020 Forbes Cloud 100

Enghouse Interactive Promotes Node4 to Silver Partner Status

Enghouse Interactive Promotes Node4 to Silver Partner…

Must-See Expert Webinar – How to Migrate From Excel to WFM

Must-See Expert Webinar – How to Migrate From…

Selligent and Five9 Partner to Deliver Omnichannel Customer Journeys

Selligent and Five9 Partner to Deliver Omnichannel…

NICE Robotic Process Automation Ranked the Market Leader in Attended RPA

NICE Robotic Process Automation Ranked the Market Leader…

Ergon Energy Retail Chooses NICE CXone

Ergon Energy Retail Chooses NICE CXone

NICE Honours CX Excellence Award Winners at Interactions Live

NICE Honours CX Excellence Award Winners at Interactions…

The 2020/21 UK Contact Centre Decision-Makers’ Guide

The 2020/21 UK Contact Centre Decision-Makers’ Guide

Jabra Launches Professional Speakerphone for the “New Normal”

Jabra Launches Professional Speakerphone for the…

Maintel Launches Callmedia CX Now

Maintel Launches Callmedia CX Now

Introducing an Exciting Customer Experience Virtual Event

Introducing an Exciting Customer Experience Virtual Event

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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

54% Discover Compliance Breach Outside Routine QA Reviews

8×8 Finds 52% Blame CIOs for AI Errors

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

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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