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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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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…

Research Reveals the Discerning Shopping Tastes of the Younger Generation

Research Reveals the Discerning Shopping Tastes of the…

EvaluAgent Release Real-Time Notifications

EvaluAgent Release Real-Time Notifications

Bad Customer Service Stops Six in Ten Consumers Shopping With a Retailer

Bad Customer Service Stops Six in Ten Consumers Shopping…

Helplines Partnership Announces Helpline Award Winners for 2018

Helplines Partnership Announces Helpline Award Winners…

Photos from Children in Need 2018

Photos from Children in Need 2018

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Top Stories

Have IVRs Had Their Day?

Key Questions to Help You Decide What to Automate

How Can Resource Planners Help Reduce Frontline Stress?

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8×8 Wins Four Stevie Awards for Technology and Service

Content Guru Wins Two Cloud Excellence Awards

Resources

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

CX Landscape Report 2026

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29th September 2026

Deployed Isn’t Done: Turning AI Investment into Customer Outcomes – Webinar

29th September 2026

2026 QATC Annual Conference

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6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

Low-Code Use Cases With Real-World Examples

Upcoming Webinars

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

Webinar: How to Turn Customer Feedback into Action

Webinar: Should Voice Agents Replace IVRs?