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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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Jabra Launch a New Real-Time Intelligent Video Solution

Jabra Launch a New Real-Time Intelligent Video Solution

Stars of the NI Contact Centre Industry Celebrate Success!

Stars of the NI Contact Centre Industry Celebrate Success!

British Businesses Lose £2.5 Billion Due to Bad Customer Service

British Businesses Lose £2.5 Billion Due to Bad Customer…

Case Study: Comdata Implements a New Virtual Desktop Solution

Case Study: Comdata Implements a New Virtual Desktop…

NI Contact Centres Applauded for Excellence

NI Contact Centres Applauded for Excellence

Qualtrics and Genesys Form New Partnership

Qualtrics and Genesys Form New Partnership

Genesys Named a Leader in the Gartner 2020 Magic Quadrant

Genesys Named a Leader in the Gartner 2020 Magic Quadrant

Five9 Receives Highest Rating in Survey by DMG Consulting

Five9 Receives Highest Rating in Survey by DMG Consulting

UK Healthcare Contact Centre Moves 2,000 Agents to the Cloud

UK Healthcare Contact Centre Moves 2,000 Agents to the…

Five9 Introduce Their New Virtual Assistant

Five9 Introduce Their New Virtual Assistant

CallMiner Named as a Leader in Speech Analytics

CallMiner Named as a Leader in Speech Analytics

Genesys Introduces AI Experience

Genesys Introduces AI Experience

Microsoft and Genesys Expand Partnership

Microsoft and Genesys Expand Partnership

Microsoft Azure Support Workforce Management Solution

Microsoft Azure Support Workforce Management Solution

Aspect Software Announces WFM Integration With Amazon Connect

Aspect Software Announces WFM Integration With Amazon…

Demand Rises for Call Recording Platform

Demand Rises for Call Recording Platform

Webinar: POWERFUL New Approaches to Improving Customer Journeys

Webinar: POWERFUL New Approaches to Improving Customer…

Case Study: Zain Jordan Improves Customer Service

Case Study: Zain Jordan Improves Customer Service

Case Study: Sekure Merchant Solutions Reduces Agent Attrition

Case Study: Sekure Merchant Solutions Reduces Agent…

RingCentral Announces New Innovations to Make Hybrid Work Simple

RingCentral Announces New Innovations to Make Hybrid…

Ergon Energy Retail Chooses NICE CXone

Ergon Energy Retail Chooses NICE CXone

Case Study: Moving 800 Call Centre Staff to Remote Working

Case Study: Moving 800 Call Centre Staff to Remote Working

NICE Named a Leader in the 2022 Gartner Magic Quadrant for CCaaS

NICE Named a Leader in the 2022 Gartner Magic Quadrant…

Jabra Launches Engage 50 Headsets

Jabra Launches Engage 50 Headsets

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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