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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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Koopid.ai to Partner with Puzzel

Koopid.ai to Partner with Puzzel

71% of UK Contact Centres Were NOT Fully Ready for Remote Working

71% of UK Contact Centres Were NOT Fully Ready for…

8×8 Launch Cloud Telephony Platform With Microsoft Teams

8×8 Launch Cloud Telephony Platform With Microsoft…

NICE Release Trial Version of its Robotic Automation Design Studio

NICE Release Trial Version of its Robotic Automation…

New Study Shows the Value of Improving Agent Experience

New Study Shows the Value of Improving Agent Experience

JPIMedia Share Their Cloud Success Story

JPIMedia Share Their Cloud Success Story

Change at the Top of the CCMA

Change at the Top of the CCMA

Nuance Announces Enhancements to Its Voice Biometrics System

Nuance Announces Enhancements to Its Voice Biometrics…

Fast Growing Sports Company Moves to the Cloud

Fast Growing Sports Company Moves to the Cloud

Case Study: Ecotricity Increases Schedule Adherence by 10%

Case Study: Ecotricity Increases Schedule Adherence by 10%

Avaya Discuss New Koopid Partership

Avaya Discuss New Koopid Partership

Alfa-Bank Implements New Contact Centre Analytics System

Alfa-Bank Implements New Contact Centre Analytics System

How ProcedureFlow is Helping Contact Centers Adapt in Times of Crisis

How ProcedureFlow is Helping Contact Centers Adapt in…

Cabify Launches Innovative Virtual Assistant

Cabify Launches Innovative Virtual Assistant

Sabio Group Achieves Twilio Gold Partner Status

Sabio Group Achieves Twilio Gold Partner Status

National Australia Bank Strengthens Security

National Australia Bank Strengthens Security

Companies Fast-Tracking Move to the Cloud Amidst COVID-19

Companies Fast-Tracking Move to the Cloud Amidst COVID-19

NICE inContact and Zendesk Join Forces to Support Remote Contact Centres

NICE inContact and Zendesk Join Forces to Support Remote…

Case Study: How Ubisoft Engage Remote Agents

Case Study: How Ubisoft Engage Remote Agents

Sytel Launches Global Compliance Solution

Sytel Launches Global Compliance Solution

NICE inContact CXone Integrates With Microsoft

NICE inContact CXone Integrates With Microsoft

Telehealth Service DocPlanner Embraces New Video Platform

Telehealth Service DocPlanner Embraces New Video Platform

Case Study: AGL Moves All of Its Agents to Remote Working

Case Study: AGL Moves All of Its Agents to Remote Working

Remote Workers Are Struggling to Find a Work/Life Balance

Remote Workers Are Struggling to Find a Work/Life Balance

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Top Stories

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

How Can Resource Planners Help Reduce Frontline Stress?

Latest News

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Resources

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

CX Landscape Report 2026

Upcoming Events

29th September 2026

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

29th September 2026

2026 QATC Annual Conference

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

Low-Code Use Cases With Real-World Examples

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?