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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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NICE Partners With ISG

NICE Partners With ISG

The Trevor Project Transitions to Full-Time Remote Working

The Trevor Project Transitions to Full-Time Remote Working

COVID-19 Home Testing Kit Provider Deploys New Contact Centre Tech

COVID-19 Home Testing Kit Provider Deploys New Contact…

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

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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