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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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“Exceeding UK Customer Expectations 2024-25” – 5 Key Findings

“Exceeding UK Customer Expectations 2024-25” – 5…

Telehealth Service DocPlanner Embraces New Video Platform

Telehealth Service DocPlanner Embraces New Video Platform

Jabra Launches Professional Speakerphone for the “New Normal”

Jabra Launches Professional Speakerphone for the…

Bombarded! Consumers Being Sent Irrelevant Messages by Retail Brands

Bombarded! Consumers Being Sent Irrelevant Messages by…

NICE Release Special Homeworking Solution in Response to COVID-19

NICE Release Special Homeworking Solution in Response to…

Vonage Hosting the APAC Convo Virtual 2021

Vonage Hosting the APAC Convo Virtual 2021

Case Study: How SupportZebra Cut Response Times by 75%

Case Study: How SupportZebra Cut Response Times by 75%

Doctolib Creates Innovative Telehealth Service

Doctolib Creates Innovative Telehealth Service

Talkdesk Unveils CX Strategy Value Framework

Talkdesk Unveils CX Strategy Value Framework

Jabra Launches the Next Generation of Evolve Headsets

Jabra Launches the Next Generation of Evolve Headsets

83% of Contact Centre Workers Facing Imminent Burnout

83% of Contact Centre Workers Facing Imminent Burnout

Thoma Bravo Acquires Calabrio

Thoma Bravo Acquires Calabrio

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

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

The Role of a Call Centre Trainer

The Role of a Call Centre Trainer

Case Study: Customer AI Helps Stockpile Achieve 350% ROI

Case Study: Customer AI Helps Stockpile Achieve 350% ROI

NICE inContact Wins a Gold Stevie Award

NICE inContact Wins a Gold Stevie Award

Genesys Announce New Google Integration

Genesys Announce New Google Integration

trivago Hotel Relations Books Talkdesk to Optimise Contact Centre

trivago Hotel Relations Books Talkdesk to Optimise…

NICE Honours CX Excellence Award Winners at Interactions Live

NICE Honours CX Excellence Award Winners at Interactions…

Case Study: Wowcher Gives Customers the WOW Factor

Case Study: Wowcher Gives Customers the WOW Factor

Sabio Group Acquires Coverage Group in France

Sabio Group Acquires Coverage Group in France

Nuance Communications Celebrate Stevie Award Wins

Nuance Communications Celebrate Stevie Award Wins

NICE inContact CXone Integrates With Microsoft

NICE inContact CXone Integrates With Microsoft

Case Study: Financial Services Company Transforms Its QA Process

Case Study: Financial Services Company Transforms Its QA…

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Top Stories

How to Deal with That Awkward Agent

7 Ways You’re Punishing Your Best Agents Right Now

Is Flexible Working a Dying Perk in the Contact Centre?

Latest News

8×8 Enters a Strategic Partnership With ULAP

Talkdesk Secures Top Spots in G2 Fall 2025 Reports

Resources

Guide: The QA Manager’s 7-Step Guide to Survive Black Friday

Research: The Future of AI-Powered Experiences

Upcoming Events

9th October 2025

Why Waiting for Reports is Killing Your CX (and How AI Fixes It) – Webinar

24th September 2025

From Insight to Impact: The Next Era of CX and AI Leadership – Webinar

Latest Blogs

How To Forward a Voicemail on Any Device

What is Sentiment Analysis, and How Can it Improve CX?

Featured Webinars

Webinar: Balancing Efficiency with Empathy in Customer Service

Webinar: Boosting Customer Satisfaction in Contact Centres

Webinar: Responsible AI in Customer Interactions – Compliance Without Compromise