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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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Case Study: Jet2 Improves Employee Oversight

Case Study: Jet2 Improves Employee Oversight

NICE Recognized for Innovative Copilot Capabilities

NICE Recognized for Innovative Copilot Capabilities

2024 European Contact Centre & Customer Service Awards Open for Entries

2024 European Contact Centre & Customer Service…

Sabio Group Recognised for CX Expertise With Series of Awards

Sabio Group Recognised for CX Expertise With Series of…

Spearline Spotlight: An Interview With Dan Hayes

Spearline Spotlight: An Interview With Dan Hayes

NICE Named Overall Leader in Technology Excellence and Customer Impact

NICE Named Overall Leader in Technology Excellence and…

Coca-Cola Europacific Partners Uses 8×8

Coca-Cola Europacific Partners Uses 8×8

NICE Introduces New AI Capabilities

NICE Introduces New AI Capabilities

8×8 Wins Stevie Awards

8×8 Wins Stevie Awards

NICE Wins 2022 “Customer Experience Technology of the Year” Award

NICE Wins 2022 “Customer Experience Technology of the…

Fusion Connect Unveils CCaaS Professional

Fusion Connect Unveils CCaaS Professional

NICE Simplified ABN AMRO’s Infrastructure with Cloud Migration

NICE Simplified ABN AMRO’s Infrastructure with Cloud…

Zoom Launches Clips in Beta

Zoom Launches Clips in Beta

NICE Announces the Close of the LiveVox Acquisition

NICE Announces the Close of the LiveVox Acquisition

NICE CXone Named a Technology Leader

NICE CXone Named a Technology Leader

Take Your Hybrid Workspace to New Heights with HP and Poly Solutions

Take Your Hybrid Workspace to New Heights with HP and…

NICE to Acquire LiveVox

NICE to Acquire LiveVox

Case Study: Meesho Handles 60,000 Daily Calls With ElevenLabs

Case Study: Meesho Handles 60,000 Daily Calls With…

Unlocking New Enhancements With Salesforce Service Cloud Voice BYOT

Unlocking New Enhancements With Salesforce Service Cloud…

Case Study: Home Group Boosts Scheduling Efficiency by 20% with Calabrio

Case Study: Home Group Boosts Scheduling Efficiency by…

Talkdesk Included in 2020 List of Best Software Companies

Talkdesk Included in 2020 List of Best Software Companies

Selligent and Five9 Partner to Deliver Omnichannel Customer Journeys

Selligent and Five9 Partner to Deliver Omnichannel…

Connectivity and Communication Practices at a Global Level

Connectivity and Communication Practices at a Global Level

Sabio Group Unveils New Brand and Website

Sabio Group Unveils New Brand and Website

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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

Latest Blogs

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