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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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Genesys Help Organizations Move to the Cloud in 48 Hours

Genesys Help Organizations Move to the Cloud in 48 Hours

RingCentral Release New Video Platform

RingCentral Release New Video Platform

Vonage Launches New Cloud Security Capabilities

Vonage Launches New Cloud Security Capabilities

Enghouse Interactive Announce New Integrations With MS Teams

Enghouse Interactive Announce New Integrations With MS…

Freshworks Launches Freshsuccess

Freshworks Launches Freshsuccess

Leading Through Crisis in a Human Way – The Webinar Series

Leading Through Crisis in a Human Way – The…

IT Naturally Moves to the Cloud in Just Five Days

IT Naturally Moves to the Cloud in Just Five Days

Poly Launches New Bluetooth Headset Solution

Poly Launches New Bluetooth Headset Solution

Jabra Announces Its New Evolve2 Headset Range

Jabra Announces Its New Evolve2 Headset Range

Fraudsters Are Taking Advantage of the Coronavirus Panic

Fraudsters Are Taking Advantage of the Coronavirus Panic

Maintaining Service Quality Remotely: The Webinar Series On Demand Now

Maintaining Service Quality Remotely: The Webinar Series…

Sabio Acquires DVELP

Sabio Acquires DVELP

Vonage Announces Brand Revitalization

Vonage Announces Brand Revitalization

NICE Release Special Homeworking Solution in Response to COVID-19

NICE Release Special Homeworking Solution in Response to…

Vodafone Germany Adds WhatsApp to Their Contact Centre

Vodafone Germany Adds WhatsApp to Their Contact Centre

Business Systems Partners with Cloud9

Business Systems Partners with Cloud9

Ibotta Improves Remote Workforce Management and Engagement

Ibotta Improves Remote Workforce Management and Engagement

RingCental Offers Three Months of Its Cloud-Based Phone System for Free

RingCental Offers Three Months of Its Cloud-Based Phone…

NICE inContact Expands Support During Coronavirus Outbreak

NICE inContact Expands Support During Coronavirus Outbreak

Genesys Acquire nGUVU

Genesys Acquire nGUVU

VCC Live Raises $2.4 Million to Expand Services

VCC Live Raises $2.4 Million to Expand Services

Coronavirus Impacts International Telecoms in China and South Korea

Coronavirus Impacts International Telecoms in China and…

Genesys Cloud Now Available on AWS Marketplace

Genesys Cloud Now Available on AWS Marketplace

NICE Celebrates Gartner Magic Quadrant Results

NICE Celebrates Gartner Magic Quadrant Results

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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

Peopleware to Showcase AI-Native WFM at Contact Centre Expo

AnywhereNow Wins Microsoft Global Hackathon Executive Challenge

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

Why QA and CSAT Scores Don’t Always Match

‘Deflected’ Does Not Mean ‘Resolved’

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