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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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Freshworks Named a Visionary in Gartner’s Magic Quadrant

Freshworks Named a Visionary in Gartner’s Magic Quadrant

Case Study: Bullhorn Transforms Contact Centre Operations and Improves CSAT Metrics

Case Study: Bullhorn Transforms Contact Centre…

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

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Top Stories

What Is Our Metric Fixation Really Costing Us?

Keep Your Finger on the Pulse of What Agents Think

Tactics to Manage QA Well During Seasonal Peaks

Latest News

Zoom Launches New AI Features for Customer Experience

Peopleware to Showcase AI-Native WFM at Contact Centre Expo

Resources

Webinar Replay: How to Turn Customer Feedback into Action

eBook: Capacity Planning for Contact Centre BPOs

Upcoming Events

14th October 2026

Unified Communications Expo (UCX) London 2026

26th October 2026

ICMI Contact Center Expo 2026

Latest Blogs

Q&A: The Role of AI When Every Second Counts

Why QA and CSAT Scores Don’t Always Match

Upcoming Webinars

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?

Webinar: 10 Ways to Make 2027 a CX Success