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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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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

8×8 Announces AI-Based Speech Analytics for the Entire Organisation

8×8 Announces AI-Based Speech Analytics for the…

Jabra Unveils New Analytics Partnerships

Jabra Unveils New Analytics Partnerships

8×8 Integrates New Video Capabilities Into Its Communications Platform

8×8 Integrates New Video Capabilities Into Its…

RingCentral Release a New Contact Centre Solution

RingCentral Release a New Contact Centre Solution

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Top Stories

The Do’s and Don’ts of Implementing Analytics

What Should You Do When You Think a Customer Is Lying?

What It Takes to Be a More Empathetic Leader

Latest News

54% Discover Compliance Breach Outside Routine QA Reviews

8×8 Finds 52% Blame CIOs for AI Errors

Resources

The Voice AI Agents Buyer’s Guide

Guide: Break the Customer and Agent Burnout Loop

Upcoming Events

14th September 2026

Contact Centre & Customer Services Summit – Manchester

15th September 2026

CX Connect Europe

Latest Blogs

Are You Measuring Activity or Success?

What Are the Key Use Cases of Contact Centre Automation?

Upcoming Webinars

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

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

Webinar: How to Turn Customer Feedback into Action