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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: Sydney Film Festival Saves 81% on Costs With Zoom

Case Study: Sydney Film Festival Saves 81% on Costs With…

Picking up the Pieces for Our Healthcare Providers

Picking up the Pieces for Our Healthcare Providers

79% of CX Leaders Plan to Increase Investment in Contact Centre AI

79% of CX Leaders Plan to Increase Investment in Contact…

78% of UK IT Decision Makers Are Deploying AI and Automation

78% of UK IT Decision Makers Are Deploying AI and…

Selligent and Five9 Partner to Deliver Omnichannel Customer Journeys

Selligent and Five9 Partner to Deliver Omnichannel…

Case Study: BlueLink Optimizes Global Services With Odigo

Case Study: BlueLink Optimizes Global Services With Odigo

Five9 Grows CINP Network

Five9 Grows CINP Network

Case Study: Kin Insurance Increased Adherence by Over 30% With Assembled

Case Study: Kin Insurance Increased Adherence by Over…

MaxContact and TForge Announce Strategic Partnership

MaxContact and TForge Announce Strategic Partnership

Swisscom and Genesys Team Up For Next-Gen CX and Sustainability

Swisscom and Genesys Team Up For Next-Gen CX and…

8×8 Delivers New Capabilities for Hybrid Work

8×8 Delivers New Capabilities for Hybrid Work

Five9 Announces CX Bracket Challenge Results

Five9 Announces CX Bracket Challenge Results

Talkdesk Recognized as a Microsoft Digital Native 2023 Partner of the Year

Talkdesk Recognized as a Microsoft Digital Native 2023…

Marsh Finance Revs Up CX with Sabio Group

Marsh Finance Revs Up CX with Sabio Group

Assembled Gains Ground in the G2 Fall 2023 Report

Assembled Gains Ground in the G2 Fall 2023 Report

Case Study: Carrefour Banque Modernises Call Centre System

Case Study: Carrefour Banque Modernises Call Centre System

Centrical Recognized as a Global Leader in Sales Gamification

Centrical Recognized as a Global Leader in Sales…

Zoom to Acquire Five9

Zoom to Acquire Five9

Provider Selection: The New Superpower Troubleshooting Tool

Provider Selection: The New Superpower Troubleshooting…

Centrical Recognized as a Global Leader in Sales Gamification

Centrical Recognized as a Global Leader in Sales…

CCMA Celebrates 30 Years With Pearls of Wisdom Campaign

CCMA Celebrates 30 Years With Pearls of Wisdom Campaign

Proximie Selects 8×8 Call and Video Quality Performance Monitoring

Proximie Selects 8×8 Call and Video Quality…

Enghouse Interactive Hosting Two Free Webinars

Enghouse Interactive Hosting Two Free Webinars

Looking at the Future Unfolding With TED

Looking at the Future Unfolding With TED

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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