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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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Talkdesk Announces 2023 CX Innovators Award Winners

Talkdesk Announces 2023 CX Innovators Award Winners

Uniphore Advances Enterprise AI With New X Platform Capabilities

Uniphore Advances Enterprise AI With New X Platform…

HP and Poly Solutions Deliver Enhanced Flexibility

HP and Poly Solutions Deliver Enhanced Flexibility

Baptist World Aid Chooses 8×8 to Deliver Superior Experiences

Baptist World Aid Chooses 8×8 to Deliver Superior…

Unleashing CX in Amsterdam – A Round-Up

Unleashing CX in Amsterdam – A Round-Up

Club Med Expands NICE CXone to Improve Operational Efficiencies

Club Med Expands NICE CXone to Improve Operational…

Introducing Community from EvaluAgent

Introducing Community from EvaluAgent

Talkdesk Earns TrustRadius 2023 Best of Awards

Talkdesk Earns TrustRadius 2023 Best of Awards

Genesys Named Leader for Customer Engagement Platforms

Genesys Named Leader for Customer Engagement Platforms

TELUS International and Five9 Partner

TELUS International and Five9 Partner

Sabio Launches Specialist Salesforce Practice

Sabio Launches Specialist Salesforce Practice

CallMiner Advances Conversation Intelligence Platform

CallMiner Advances Conversation Intelligence Platform

Ascensos Signs Multi-Year Deal With Centrical

Ascensos Signs Multi-Year Deal With Centrical

Case Study: Hager Elevates Operational Efficiency

Case Study: Hager Elevates Operational Efficiency

8×8 Intelligent Customer Assistant Drives CX Success and Performance

8×8 Intelligent Customer Assistant Drives CX…

Get Set to Re-Imagine CX at Sabio’s Disrupt UK in 2024

Get Set to Re-Imagine CX at Sabio’s Disrupt UK in 2024

NICE Named an Exemplary Leader for Contact Centres

NICE Named an Exemplary Leader for Contact Centres

Case Study: Zego Improves QA

Case Study: Zego Improves QA

EvaluAgent Wins Best Quality Assurance Platform 2023

EvaluAgent Wins Best Quality Assurance Platform 2023

NICE a Leader in destinationCRM’s 2023 Industry Leadership Awards

NICE a Leader in destinationCRM’s 2023 Industry…

Five9 Honored With Three Global Partner Awards From AVANT

Five9 Honored With Three Global Partner Awards From AVANT

Search Within Assembled with Universal Search

Search Within Assembled with Universal Search

8×8 Announces New AI, Video and MS Teams Platform Enhancements

8×8 Announces New AI, Video and MS Teams Platform…

Research Reveals How IT Leaders Can Support CX Functions More Effectively

Research Reveals How IT Leaders Can Support CX Functions…

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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