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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: How Equiniti Improved Operational Insights

Case Study: How Equiniti Improved Operational Insights

Decathlon Pro Sees Quick ROI From Telephony Solution

Decathlon Pro Sees Quick ROI From Telephony Solution

Vonage Wins 2019 Product of the Year Awards

Vonage Wins 2019 Product of the Year Awards

NICE Release New Technology to Improve Digital Conversations

NICE Release New Technology to Improve Digital…

UK National Contact Centre Awards – Winners Announced

UK National Contact Centre Awards – Winners Announced

Business Leaders Are Lacking a Strategic Approach to Improving Productivity

Business Leaders Are Lacking a Strategic Approach to…

Hotelbeds Selects Vonage’s NewVoiceMedia Contact Centre Solution

Hotelbeds Selects Vonage’s NewVoiceMedia Contact Centre…

PTS Consulting Implements RingCentral Unified Communications Solution

PTS Consulting Implements RingCentral Unified…

Demand Rises for Call Recording Platform

Demand Rises for Call Recording Platform

EDF Energy Moves to the Cloud

EDF Energy Moves to the Cloud

NewVoiceMedia Wins Tech Culture Award

NewVoiceMedia Wins Tech Culture Award

Research Reveals Industry Confidence in Artificial Intelligence

Research Reveals Industry Confidence in Artificial…

NewVoiceMedia Provides Success for FCR Media

NewVoiceMedia Provides Success for FCR Media

Vonage Wins Product of the Year Award

Vonage Wins Product of the Year Award

NICE inContact Add New AI Capabilities to CXone

NICE inContact Add New AI Capabilities to CXone

Customer Contact Innovation Award Winners Announced

Customer Contact Innovation Award Winners Announced

CallMiner Named a Top 10 Contact Centre Technology Once Again

CallMiner Named a Top 10 Contact Centre Technology Once…

Jabra Launches New Cashback Promotion

Jabra Launches New Cashback Promotion

Jabra Launch Evolve 65e

Jabra Launch Evolve 65e

The Impact of Contact Centre Downtime on Customer Satisfaction

The Impact of Contact Centre Downtime on Customer…

Biometrics System Saved Enterprises Millions in Fraud in 2018

Biometrics System Saved Enterprises Millions in Fraud in…

Customers Have a Love-Hate Relationship with Messaging Apps

Customers Have a Love-Hate Relationship with Messaging…

Calabrio Releases Its Latest Analytics Suite

Calabrio Releases Its Latest Analytics Suite

CallMiner Launch Eureka Visualize

CallMiner Launch Eureka Visualize

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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?