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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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NICE Selected to Ensure Quality of Care and Audit Accuracy

NICE Selected to Ensure Quality of Care and Audit Accuracy

8×8 Announces Enhancements to the X Series Cloud Communications Platform

8×8 Announces Enhancements to the X Series Cloud…

Baxi Heating Integrate Communications with IFS

Baxi Heating Integrate Communications with IFS

General Motors Implement New Performance Management Technology

General Motors Implement New Performance Management…

NICE Announces Global Robotics User Community

NICE Announces Global Robotics User Community

Genesys Announces Great Performance in Cloud Solution Sales

Genesys Announces Great Performance in Cloud Solution…

Diabolocom Announces Impressive Growth In 2019

Diabolocom Announces Impressive Growth In 2019

NICE Releases Its Back Office Proficiency Essentials

NICE Releases Its Back Office Proficiency Essentials

Case Study: Urban Massage Integrates With Salesforce

Case Study: Urban Massage Integrates With Salesforce

Plantronics Launch New Portable USB Speakerphones

Plantronics Launch New Portable USB Speakerphones

Sabio Acquires CallWare

Sabio Acquires CallWare

RingCentral Completes Connect First Acquisition

RingCentral Completes Connect First Acquisition

Legal & General Install Virtual Attendants

Legal & General Install Virtual Attendants

8×8 Help the Red Cross in Charity Fundraiser

8×8 Help the Red Cross in Charity Fundraiser

CCMA Celebrates 25 years as Advocates of the Contact Centre Industry

CCMA Celebrates 25 years as Advocates of the Contact…

TorTalk Develops Text-to-Speech Solution for People with Dyslexia

TorTalk Develops Text-to-Speech Solution for People with…

Net Promoter Score (NPS) is becoming less Important

Net Promoter Score (NPS) is becoming less Important

H&R Block Implement an Artificial Intelligence Solution

H&R Block Implement an Artificial Intelligence…

75% of Customers Still Favour Live Advisor Support Over Self-Service

75% of Customers Still Favour Live Advisor Support Over…

Contact Centre Handling Times Are Increasing

Contact Centre Handling Times Are Increasing

Genesys PureCloud Reveals Revenue Growth

Genesys PureCloud Reveals Revenue Growth

Hoist Finance Wins Accolade at the European Contact Centre Awards

Hoist Finance Wins Accolade at the European Contact…

European Contact Centre and Customer Service Award Winners 2018

European Contact Centre and Customer Service Award…

Aspect Software Announces WFM Integration With Amazon Connect

Aspect Software Announces WFM Integration With Amazon…

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Top Stories

Start Preparing Your Frontline for Machine Customers

10 Tactics for Stronger Customer Communities

Take the “Fear Factor” Out of Agent Role Play

Latest News

Enghouse Systems to Acquire MIND C.T.I.

Netcall and Box Partner to Make Information More Accessible

Resources

What Contact Centres Are Doing Right Now - 2026 Edition

White Paper: Three Ways to Make Automated Customer Experiences More Human

Upcoming Events

11th November 2026

Preparing for 2027: What the Latest Research Tells Us – Webinar

13th November 2026

Live Show & Tell: What WFM Teams Are Building With AI

Latest Blogs

Congratulations, You Are Now a Software Vendor (To Yourself)

Awaab’s Law and the Contact Centre

Upcoming Webinars

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Webinar: 10 Ways to Make 2027 a CX Success