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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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Case Study: Scaling Citizen Support During a Crisis

Case Study: Scaling Citizen Support During a Crisis

Case Study: Financial Services Company Transforms Its QA Process

Case Study: Financial Services Company Transforms Its QA…

Almost 75% of Contact Centres Moved to the Cloud During the Pandemic

Almost 75% of Contact Centres Moved to the Cloud During…

NICE Honours CX Excellence Award Winners at Interactions Live

NICE Honours CX Excellence Award Winners at Interactions…

Jabra Launches the Next Generation of Evolve Headsets

Jabra Launches the Next Generation of Evolve Headsets

Genesys Cloud Integrates With Microsoft Teams

Genesys Cloud Integrates With Microsoft Teams

Must-See Expert Webinar – How to Migrate From Excel to WFM

Must-See Expert Webinar – How to Migrate From…

Acquisition Expands Enghouse Contact Centre Presence in France

Acquisition Expands Enghouse Contact Centre Presence in…

Case Study: Hitachi Energy Delivers Global Follow-the-Sun Support

Case Study: Hitachi Energy Delivers Global…

Baxi Heating Integrate Communications with IFS

Baxi Heating Integrate Communications with IFS

8×8 Partners With Google Cloud

8×8 Partners With Google Cloud

Genesys Launches Genesys DX

Genesys Launches Genesys DX

Five9 Introduce Their New Virtual Assistant

Five9 Introduce Their New Virtual Assistant

Genesys Cloud Now Available on AWS Marketplace

Genesys Cloud Now Available on AWS Marketplace

Case Study: How Nottingham City Homes Moved to the Cloud

Case Study: How Nottingham City Homes Moved to the Cloud

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

NICE Named a Leader in the 2022 Gartner Magic Quadrant…

CallMiner Updates Real-Time Speech Analytics Platform

What Not to Miss at Call & Contact Centre Expo 2023

What Not to Miss at Call & Contact Centre Expo 2023

Case Study: EE Reduce Contact Centre Attrition and Absence Levels

Case Study: EE Reduce Contact Centre Attrition and…

New Research Shows the Value of Contact Centres in Healthcare

New Research Shows the Value of Contact Centres in…

NICE Launches Next Big Leap of Enlighten

NICE Launches Next Big Leap of Enlighten

Foehn Wins Genesys Award For “EMEA Cloud Partner of the Year”

Foehn Wins Genesys Award For “EMEA Cloud Partner…

Puzzel Acquires Logicalware Customer Engagement Platform

Puzzel Acquires Logicalware Customer Engagement Platform

8×8 Accquires Video Communications Technology

8×8 Accquires Video Communications Technology

Are Your Team Leaders Too Busy Chasing Metrics?

Could Your Contact Centre Be Risking a Fine After 2nd August?

Is a Competency Framework Your Answer to Attrition?

Zoom Expands Revenue Accelerator With New AI Sales Features

UJET Tops Info-Tech’s 2026 Midmarket CCaaS Rankings

Guide: White Paper Test Jo

Guide: How to Build a Virtual Agent Your Customer Will Want to Use

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