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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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New Partnership for what3words and Speechmatics

New Partnership for what3words and Speechmatics

Female Recruiters Recognised in UK’s Top 50 CX Stars

Female Recruiters Recognised in UK’s Top 50 CX Stars

Talkdesk Feature in New Gartner Report

Talkdesk Feature in New Gartner Report

Tracktik Move to the Cloud to Support Growth

Tracktik Move to the Cloud to Support Growth

Rostrvm Solutions Now Part of IMImobile

Rostrvm Solutions Now Part of IMImobile

Spearline Launches Inaugural Connect Magazine

Spearline Launches Inaugural Connect Magazine

Securitas Future-Proofs Emergency Response Services

Securitas Future-Proofs Emergency Response Services

Puzzel Acquires Logicalware Customer Engagement Platform

Puzzel Acquires Logicalware Customer Engagement Platform

Slater and Gordon Moves to Cloud Customer Service

Slater and Gordon Moves to Cloud Customer Service

Millennials and Generation Z Are Driving the Digital-First Future of Customer Experience

Millennials and Generation Z Are Driving the…

Kelly Services Implement a Hosted Contact Centre Solution

Kelly Services Implement a Hosted Contact Centre Solution

The ECCCSAs 2019 Winners Have Been Announced!

The ECCCSAs 2019 Winners Have Been Announced!

Case Study – BT Safely Lowers Call Time by 8%

Case Study – BT Safely Lowers Call Time by 8%

Diabolocom Supports Onepark’s International Growth

Diabolocom Supports Onepark’s International Growth

ZOOM Introduce New Workforce Management Platform

ZOOM Introduce New Workforce Management Platform

Spearline Named as a Leading Contact Centre Services Company

Spearline Named as a Leading Contact Centre Services…

Serenova Acquires Workforce Management Technology From Loxysoft

Serenova Acquires Workforce Management Technology From…

Stars of the NI Contact Centre Industry Celebrate Success!

Stars of the NI Contact Centre Industry Celebrate Success!

Cognosante Move 2,400 Contact Centre Agents to the Cloud

Cognosante Move 2,400 Contact Centre Agents to the Cloud

8×8 Launches Free, Unlimited Video Meetings Solution

8×8 Launches Free, Unlimited Video Meetings Solution

Jabra Announces Partner Conference Award Winners

Jabra Announces Partner Conference Award Winners

AO.com Wins Call North West’s Medium Call Centre of the Year

AO.com Wins Call North West’s Medium Call Centre…

8×8, Poly and ScanSource Team Up to Create a Cloud Migration Program

8×8, Poly and ScanSource Team Up to Create a Cloud…

RingCentral and Avaya Announce Strategic Partnership

RingCentral and Avaya Announce Strategic Partnership

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Top Stories

Keep Your Finger on the Pulse of What Agents Think

Tactics to Manage QA Well During Seasonal Peaks

8 Ways AI Is Already Changing WFM for the Better

Latest News

Peopleware to Showcase AI-Native WFM at Contact Centre Expo

AnywhereNow Wins Microsoft Global Hackathon Executive Challenge

Resources

eBook: Capacity Planning for Contact Centre BPOs

eBook: EU Data Sovereignty for the Contact Centre

Upcoming Events

14th October 2026

Unified Communications Expo (UCX) London 2026

22nd October 2026

Let Sales Win – What’s Really Happening On Your Floor – Webinar

Latest Blogs

‘Deflected’ Does Not Mean ‘Resolved’

How to Turn Training into Lasting Competence

Upcoming Webinars

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?

Webinar: Are These Adoption Mistakes Derailing Your AI Strategy?