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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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Is Technology in the Workplace a Blessing or a Curse?

Is Technology in the Workplace a Blessing or a Curse?

Photos from Children in Need 2018

Photos from Children in Need 2018

NICE Unveil New Predictive Routing Approach

NICE Unveil New Predictive Routing Approach

Case Study: Global Manufacturer Reduces Contact Centre Costs

Case Study: Global Manufacturer Reduces Contact Centre…

New Research Reveals Chatbot Trust Gap

New Research Reveals Chatbot Trust Gap

Case Study: Auto Trader Saves £70,000 Annually on Maintenance With Genesys

Case Study: Auto Trader Saves £70,000 Annually on…

Talkdesk Announces Vacation Now Solution Free for 90 Days

Talkdesk Announces Vacation Now Solution Free for 90 Days

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

NICE Named a Leader in the 2022 Gartner Magic Quadrant…

Securitas Future-Proofs Emergency Response Services

Securitas Future-Proofs Emergency Response Services

The Importance of IVR Testing and Monitoring Tools

The Importance of IVR Testing and Monitoring Tools

Jabra Launch Evolve 65e

Jabra Launch Evolve 65e

Five9 and Mitel Announce Strategic Partnership

Five9 and Mitel Announce Strategic Partnership

Five9 Launches Service Cloud Voice Partner Telephony

Five9 Launches Service Cloud Voice Partner Telephony

Indian Department Grants Unified Licence to RingCentral

Indian Department Grants Unified Licence to RingCentral

Enghouse Releases Proteus Call Accounting Capability for Microsoft Teams

Enghouse Releases Proteus Call Accounting Capability for…

RingCentral Announces New Features for Hybrid Work

RingCentral Announces New Features for Hybrid Work

Jabra Launches Engage 55

Jabra Launches Engage 55

CX Translate Opens the Door to International Understanding

CX Translate Opens the Door to International Understanding

Case Study: CX and Digital Transformation Within the Public Sector

Case Study: CX and Digital Transformation Within the…

Case Study: Serco Transforms Job Coaching With Content Guru

Case Study: Serco Transforms Job Coaching With Content…

Fujitsu Implement New Contact Centre Solutions

Fujitsu Implement New Contact Centre Solutions

Talkdesk Partners With Claro Enterprise Solutions

Talkdesk Partners With Claro Enterprise Solutions

8×8 and Genesys Partner

8×8 and Genesys Partner

8×8 Partners With Virgin Media Business

8×8 Partners With Virgin Media Business

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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