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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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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…

Talkdesk Receives New Security and Business Continuity Certifications

Talkdesk Receives New Security and Business Continuity…

Puzzel Positioned as a Challenger in Gartner’s Magic Quadrant

Puzzel Positioned as a Challenger in Gartner’s…

Spearline to Increase Their Presence in Africa

Spearline to Increase Their Presence in Africa

John Paul Selects Talkdesk to Support 700 Global Agents

John Paul Selects Talkdesk to Support 700 Global Agents

Acquisition Expands Enghouse Contact Centre Presence in France

Acquisition Expands Enghouse Contact Centre Presence in…

Jabra Teams Up with Zoom to Offer a Fully Immersive Video Conferencing Experience

Jabra Teams Up with Zoom to Offer a Fully Immersive…

Angry Customers Using Profanity Are on the Rise

Angry Customers Using Profanity Are on the Rise

Talkdesk Partners With Claro Enterprise Solutions

Talkdesk Partners With Claro Enterprise Solutions

Puzzel Launches Agent Assist

Puzzel Launches Agent Assist

NICE Adds AI-Based Analytics to Its Performance Management Solution

NICE Adds AI-Based Analytics to Its Performance…

Vacasa Delivers Vacation Rental Experiences With 8X8

Vacasa Delivers Vacation Rental Experiences With 8X8

Interview with Technical Solutions Architects About Number Testing

Interview with Technical Solutions Architects About…

eGain Reimagines Omnichannel Customer Engagement with Conversational Automation

eGain Reimagines Omnichannel Customer Engagement with…

Research Reveals What’s Holding Back Your Productivity

Research Reveals What’s Holding Back Your…

Jabra Q4 Cashback Promotion

Jabra Q4 Cashback Promotion

New Digital Platform for AXA

New Digital Platform for AXA

The Growth of ZOOM as a Contact Centre Technology Provider

The Growth of ZOOM as a Contact Centre Technology Provider

Enghouse Interactive to Showcase Omnichannel Contact Centres

Enghouse Interactive to Showcase Omnichannel Contact…

Survey – Shaping the Contact Centre Speech Technology of the Future

Survey – Shaping the Contact Centre Speech…

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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