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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 Renames Its Flagship Cloud Solution

Genesys Renames Its Flagship Cloud Solution

Sabio Group Acquires Provider of Contact Centre and CX Solutions

Sabio Group Acquires Provider of Contact Centre and CX…

IPI Strengthens Voice Biometric Capabilities Through Partnership

IPI Strengthens Voice Biometric Capabilities Through…

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

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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