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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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NICE Expands Partnership With Google

NICE Expands Partnership With Google

Case Study: DVLA Achieves 30% Self-Service Rate With Content Guru

Case Study: DVLA Achieves 30% Self-Service Rate With…

Remote Workers Are Struggling to Find a Work/Life Balance

Remote Workers Are Struggling to Find a Work/Life Balance

Cognigy Named as One of Germany’s Fastest Growing Technology Companies

Cognigy Named as One of Germany’s Fastest Growing…

Genesys Unveil New Contact Centre Multicloud Architecture

Genesys Unveil New Contact Centre Multicloud Architecture

RingCentral and Atos Expand Partnership

RingCentral and Atos Expand Partnership

2020-21 UK Contact Centre Decision-Makers’ Guide

2020-21 UK Contact Centre Decision-Makers’ Guide

Next Webinars in the Series!

Next Webinars in the Series!

Global Artificial Intelligence Centre of Excellence Established in Ireland

Global Artificial Intelligence Centre of Excellence…

The Evolving World of Work for Contact Centres

The Evolving World of Work for Contact Centres

Case Study: Delivering Outstanding Customer Experience Using Google

Case Study: Delivering Outstanding Customer Experience…

Domino’s Pizza Install a New Unified Communications Solution

Domino’s Pizza Install a New Unified…

Travel Agent Implements New Cloud Contact Centre Solution

Travel Agent Implements New Cloud Contact Centre Solution

Consulting Firm Selects Talkdesk to Power Remote CX Operations

Consulting Firm Selects Talkdesk to Power Remote CX…

CCMA Celebrates 25 years as Advocates of the Contact Centre Industry

CCMA Celebrates 25 years as Advocates of the Contact…

New Research Shows That UK Consumers Are Warming Up to AI

New Research Shows That UK Consumers Are Warming Up to AI

Talkdesk Makes Cloud Transformation Easier

Talkdesk Makes Cloud Transformation Easier

Kelly Services Implement a Hosted Contact Centre Solution

Kelly Services Implement a Hosted Contact Centre Solution

New Survey Reveals Changing Consumer Behaviours in the COVID Era

New Survey Reveals Changing Consumer Behaviours in the…

NICE inContact Releases New CXone Performance Analytics Integration

NICE inContact Releases New CXone Performance Analytics…

Case Study: SupportZebra Supports 20% Increase in Customer Retention Rates

Case Study: SupportZebra Supports 20% Increase in…

8×8 Partners With Activate Group

8×8 Partners With Activate Group

Sales Leaders Are Confident About a Permanent Switch to Remote Selling

Sales Leaders Are Confident About a Permanent Switch to…

Newstel GmbH Selects New Email Customer Service Solution

Newstel GmbH Selects New Email Customer Service Solution

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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