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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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Calabrio Announces Winners of Analytics Competition and ONE Awards

Calabrio Announces Winners of Analytics Competition and…

Vonage Recognized by Amazon for Its AI Tools

Vonage Recognized by Amazon for Its AI Tools

Case Study: Healthcare Products Company Migrates to Amazon Connect

Case Study: Healthcare Products Company Migrates to…

Spearline Share Their Latest Podcast Episodes

Spearline Share Their Latest Podcast Episodes

Desford Support Group Use Freshworks Technology to Help Those in Need

Desford Support Group Use Freshworks Technology to Help…

RingCentral Acquires Dimelo

RingCentral Acquires Dimelo

Odigo Named an ISG Global Leader

Odigo Named an ISG Global Leader

EvaluAgent Releases New Team Engagement QA Features

EvaluAgent Releases New Team Engagement QA Features

Case Study: European Tax Agency Implements a Virtual Assistant

Case Study: European Tax Agency Implements a Virtual…

Case Study: Blueberry Markets Creates Its CX Team Mid-Pandemic

Case Study: Blueberry Markets Creates Its CX Team…

Case Study: Costa Express Improved Its Customer Service

Case Study: Costa Express Improved Its Customer Service

8×8 to Support Multinational Enterprises in China

8×8 to Support Multinational Enterprises in China

The Fraudster Is Calling… Why Aren’t Consumers Picking up on It?

The Fraudster Is Calling… Why Aren’t Consumers Picking…

Global Study Reveals That Digital Customer Experiences Are Improving

Global Study Reveals That Digital Customer Experiences…

Contact Centres Close to Breaking Point According to New Global Survey

Contact Centres Close to Breaking Point According to New…

PHH Mortgage Moves Its Contact Centre to the Cloud

PHH Mortgage Moves Its Contact Centre to the Cloud

Five9 to Acquire Inference Solutions

Five9 to Acquire Inference Solutions

Jabra Evolve Series – Now Certified for Microsoft Teams

Jabra Evolve Series – Now Certified for Microsoft Teams

Vonage Grows Network

Vonage Grows Network

Google Cloud and Genesys Announce Strategic Partnership Expansion

Google Cloud and Genesys Announce Strategic Partnership…

Freshworks Launches Freshsuccess

Freshworks Launches Freshsuccess

Case Study: Financial Services Company Transforms Its QA Process

Case Study: Financial Services Company Transforms Its QA…

PCI DSS-Compliant Card Payment Services Launched for Digital Channels

PCI DSS-Compliant Card Payment Services Launched for…

What Will Retail Post-Covid Return Mean for Customer Service?

What Will Retail Post-Covid Return Mean for Customer…

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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