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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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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

NICE inContact Scores Well In New Gartner Report

NICE inContact Scores Well In New Gartner Report

NICE inContact CXone Delivers a Digital-First Omnichannel Offering

NICE inContact CXone Delivers a Digital-First…

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Top Stories

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

How Can Resource Planners Help Reduce Frontline Stress?

Latest News

8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Resources

Webinar Replay: Are You Wasting Your CX Data’s Potential?

CX Landscape Report 2026

Upcoming Events

29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

Latest Blogs

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

Low-Code Use Cases With Real-World Examples

Upcoming Webinars

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?