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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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8×8 Sales Assist Announced to Improve CX

8×8 Sales Assist Announced to Improve CX

Zoom Announces CX Suite Enhancements

Zoom Announces CX Suite Enhancements

Upland Revolutionizes Knowledge Management

Upland Revolutionizes Knowledge Management

NICE Named the Outright Leader in the 2023 SPARK Matrix

NICE Named the Outright Leader in the 2023 SPARK Matrix

Assist Digital Joins Five9 Partner Network

Assist Digital Joins Five9 Partner Network

Zoom Celebrates its Fourth Consecutive Time in the Leaders Quadrant

Zoom Celebrates its Fourth Consecutive Time in the…

Engage Hub and MaxContact Partner

Engage Hub and MaxContact Partner

The UK National Contact Centre Awards 2024 Are OPEN!

The UK National Contact Centre Awards 2024 Are OPEN!

8×8 a Leader in 2023 Gartner Magic Quadrant for UCaaS

8×8 a Leader in 2023 Gartner Magic Quadrant for UCaaS

NICE Named a CX Winner in Ventana Research Awards

NICE Named a CX Winner in Ventana Research Awards

PureGym One of the Fittest at This Year’s ECCCSAs

PureGym One of the Fittest at This Year’s ECCCSAs

Genesys Named a Leader by the IDC MarketScape

Genesys Named a Leader by the IDC MarketScape

Case Study: Seasalt Achieves a 100% Rise in Evaluations

Case Study: Seasalt Achieves a 100% Rise in Evaluations

Migration Services Assured for Genesys PureConnect Customers

Migration Services Assured for Genesys PureConnect…

CallMiner Announces LISTEN Award Winners

CallMiner Announces LISTEN Award Winners

Genesys Awarded Two 2023 Global AWS Partner Awards

Genesys Awarded Two 2023 Global AWS Partner Awards

Uniphore a Leader in Opus Research 2023 Report

Uniphore a Leader in Opus Research 2023 Report

ECCCSA 2023 Winners Announced

ECCCSA 2023 Winners Announced

Oodle Selects NICE Enlighten AI

Oodle Selects NICE Enlighten AI

Uniphore and CS Infocomm Announce Strategic Partnership

Uniphore and CS Infocomm Announce Strategic Partnership

Limango Selects NICE CXone to Elevate Their CX Operation

Limango Selects NICE CXone to Elevate Their CX Operation

78% of UK IT Decision Makers Are Deploying AI and Automation

78% of UK IT Decision Makers Are Deploying AI and…

What Not to Miss at Call & Contact Centre Expo 2023

What Not to Miss at Call & Contact Centre Expo 2023

Uniphore and Workair Partner to Bring Enterprise AI to Ireland

Uniphore and Workair Partner to Bring Enterprise AI to…

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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