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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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Case Study: Bouygues Immobilier Upgrades Service Quality

Case Study: Bouygues Immobilier Upgrades Service Quality

Wellbeing Triumph… Sabio Shortlisted for Health & Safety Award

Wellbeing Triumph… Sabio Shortlisted for Health…

Case Study: Open Network Exchange Increases CSAT to 95% With NICE

Case Study: Open Network Exchange Increases CSAT to 95%…

Empire Merchants Selects 8×8 XCaaS

Empire Merchants Selects 8×8 XCaaS

Uniphore and CS Infocomm Announce Strategic Partnership

Uniphore and CS Infocomm Announce Strategic Partnership

Playvox and Intelisys to Bring WEM Solutions to Market

Playvox and Intelisys to Bring WEM Solutions to Market

Don’t Miss the Five9 CX Summit EMEA 2023

Don’t Miss the Five9 CX Summit EMEA 2023

NICE Named as a Top CCaaS Provider

NICE Named as a Top CCaaS Provider

Resilient Operations Partner With QStory

Resilient Operations Partner With QStory

Talkdesk and Cognizant Team Up to Accelerate AI-Powered CX

Talkdesk and Cognizant Team Up to Accelerate AI-Powered CX

IntelePeer Announces Extension to SmartFlows Platform

IntelePeer Announces Extension to SmartFlows Platform

8×8 Receives 38 Winter 2024 G2 Awards

8×8 Receives 38 Winter 2024 G2 Awards

New Research Suggests Consumer Confidence Is Recovering

New Research Suggests Consumer Confidence Is Recovering

Scorebuddy Announces the Launch of Scorebuddy Coaching

Scorebuddy Announces the Launch of Scorebuddy Coaching

Female Recruiters Recognised in UK’s Top 50 CX Stars

Female Recruiters Recognised in UK’s Top 50 CX Stars

Journey.ai Expands Suite on the Five9 CX Marketplace

Journey.ai Expands Suite on the Five9 CX Marketplace

NICE a Leader in Everest Group’s Task Mining Products PEAK Matrix

NICE a Leader in Everest Group’s Task Mining Products…

Case Study: Lulu and Georgia Decrease FRT by 22% With Assembled

Case Study: Lulu and Georgia Decrease FRT by 22% With…

People in Southampton Won’t Wait a Minute on Hold

People in Southampton Won’t Wait a Minute on Hold

MaxContact Reveal Benchmarking Results

MaxContact Reveal Benchmarking Results

NICE Named Exemplary Leader for Agent Management

NICE Named Exemplary Leader for Agent Management

RingCentral Wins Overall Video Conferencing Solution of the Year

RingCentral Wins Overall Video Conferencing Solution of…

NICE Surpasses Milestone of 1 Million Agents on CXone

NICE Surpasses Milestone of 1 Million Agents on CXone

Empowering People – An Interview

Empowering People – An Interview

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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