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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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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

Global Artificial Intelligence Centre of Excellence Established in Ireland

Global Artificial Intelligence Centre of Excellence…

New Study Finds That Video Conferencing Is Growing in Popularity

New Study Finds That Video Conferencing Is Growing in…

NewVoiceMedia Wins Award for Speech Analytics Solution

NewVoiceMedia Wins Award for Speech Analytics Solution

CallMiner Recognises Customer Achievements With LISTEN Awards

CallMiner Recognises Customer Achievements With LISTEN…

8×8 Announces Partnership with Workair

8×8 Announces Partnership with Workair

Journey Excellence Score: The New Customer Experience Metric

Journey Excellence Score: The New Customer Experience…

8×8 Accquires Video Communications Technology

8×8 Accquires Video Communications Technology

Market Force Information Implements a Cloud Contact Centre Solution

Market Force Information Implements a Cloud Contact…

Genesys Debuts Forecasting and Scheduling Service

Genesys Debuts Forecasting and Scheduling Service

Calabrio Releases a New Version of Calabrio ONE

Calabrio Releases a New Version of Calabrio ONE

CallMiner Updates Real-Time Speech Analytics Platform

CallMiner Updates Real-Time Speech Analytics Platform

Jabra Launches Engage 50 Headsets

Jabra Launches Engage 50 Headsets

Global Study Reveals That Digital Customer Experiences Are Improving

Global Study Reveals That Digital Customer Experiences…

RingCentral Acquires Dimelo

RingCentral Acquires Dimelo

PHH Mortgage Moves Its Contact Centre to the Cloud

PHH Mortgage Moves Its Contact Centre to the Cloud

Davies Acquires Ember Group

Davies Acquires Ember Group

Over £500 Million Stolen From Customers of British Banks This Year

Over £500 Million Stolen From Customers of British Banks…

Jabra Announces Microsoft Teams Integration

Jabra Announces Microsoft Teams Integration

Vonage Announces Agreement to Acquire NewVoiceMedia

Vonage Announces Agreement to Acquire NewVoiceMedia

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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