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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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Kingspan Move to the Cloud

Kingspan Move to the Cloud

Cyara Provides Free GDPR Compliance Checker for Chatbots

Cyara Provides Free GDPR Compliance Checker for Chatbots

Sensée Is Featured on the CX Podcasts

Sensée Is Featured on the CX Podcasts

G2 Names Scorebuddy a Leader

G2 Names Scorebuddy a Leader

Merkle Launches Global Accelerator for Salesforce Commerce Cloud

Merkle Launches Global Accelerator for Salesforce…

Zoom Launches Clips in Beta

Zoom Launches Clips in Beta

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

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

Spearline Spotlight: An Interview With Dan Hayes

Spearline Spotlight: An Interview With Dan Hayes

The Latest Look at a Microsoft Teams Contact Centre

The Latest Look at a Microsoft Teams Contact Centre

Talkdesk Announces 2023 CX Innovators Award Winners

Talkdesk Announces 2023 CX Innovators Award Winners

Bierce Implements a New Multichannel Solution

Bierce Implements a New Multichannel Solution

Odigo Partners With PCI Pal to Provide Secure Payments

Odigo Partners With PCI Pal to Provide Secure Payments

NICE to Acquire LiveVox

NICE to Acquire LiveVox

WTG and Five9 Announce New Strategic Partnership

WTG and Five9 Announce New Strategic Partnership

NICE Enlighten AutoSummary Wins 2024 BIG Innovation Award

NICE Enlighten AutoSummary Wins 2024 BIG Innovation Award

Genesys Advancing a New Era of Experience Delivery

Genesys Advancing a New Era of Experience Delivery

Case Study: Nestlé Reduce IT Tickets by 83% With Genesys

Case Study: Nestlé Reduce IT Tickets by 83% With Genesys

Five9 Extends EMEA Footprint

Five9 Extends EMEA Footprint

Case Study: Seasalt Achieves a 100% Rise in Evaluations

Case Study: Seasalt Achieves a 100% Rise in Evaluations

Introducing SmartView Custom Dashboards

Introducing SmartView Custom Dashboards

Talkdesk Wins 2021 Globee

Talkdesk Wins 2021 Globee

Welsh Water Turns on the Tap With 8×8 CPaaS

Welsh Water Turns on the Tap With 8×8 CPaaS

Unlocking New Enhancements With Salesforce Service Cloud Voice BYOT

Unlocking New Enhancements With Salesforce Service Cloud…

Case Study: LCC Improves Contact Centre Efficiency

Case Study: LCC Improves Contact Centre Efficiency

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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