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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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G2 Summer Report: Scorebuddy a Leader in Contact Center QA

G2 Summer Report: Scorebuddy a Leader in Contact Center QA

Verint Aims to Help Small Businesses With Workforce Optimization

Verint Aims to Help Small Businesses With Workforce…

Nine Out of Ten Contact Centre Professionals Set to Leave Jobs

Nine Out of Ten Contact Centre Professionals Set to…

The UK National Contact Centre Awards 2024 Are OPEN!

The UK National Contact Centre Awards 2024 Are OPEN!

CallMiner Named a Top 10 Contact Centre Technology Once Again

CallMiner Named a Top 10 Contact Centre Technology Once…

Diabolocom Supports Onepark’s International Growth

Diabolocom Supports Onepark’s International Growth

Al Rayan Bank Avoids Business Disruption During COVID-19

Al Rayan Bank Avoids Business Disruption During COVID-19

Halfords Enhance Digital Transformation Efforts

Halfords Enhance Digital Transformation Efforts

Mitel Expands Partnership With BT

Mitel Expands Partnership With BT

NICE inContact Scores Well In New Gartner Report

NICE inContact Scores Well In New Gartner Report

NICE inContact Partners with NEC Australia

NICE inContact Partners with NEC Australia

Case Study: Enrich Increase Customer Loyalty and Sales

Case Study: Enrich Increase Customer Loyalty and Sales

Healthcare Company Moves Thousands of Seats to the Cloud

Healthcare Company Moves Thousands of Seats to the Cloud

Webcam Woes Top List of COVID-19 Customer Complaints

Webcam Woes Top List of COVID-19 Customer Complaints

Calabrio Receive Plaudits for Their Workforce Optimization Solution

Calabrio Receive Plaudits for Their Workforce…

Introducing Scorebuddy Quality Assurance Coaching

Introducing Scorebuddy Quality Assurance Coaching

Poly Secures Awards for Speakerphones and Video Bar

Poly Secures Awards for Speakerphones and Video Bar

Call Centre AI Software for the Next Generation

Call Centre AI Software for the Next Generation

UK Workers Claim to Be More Productive at Home

UK Workers Claim to Be More Productive at Home

Bad Customer Service Stops Six in Ten Consumers Shopping With a Retailer

Bad Customer Service Stops Six in Ten Consumers Shopping…

NewVoiceMedia Provides Success for FCR Media

NewVoiceMedia Provides Success for FCR Media

8×8 Launches Free, Unlimited Video Meetings Solution

8×8 Launches Free, Unlimited Video Meetings Solution

Serenova Acquires Workforce Management Technology From Loxysoft

Serenova Acquires Workforce Management Technology From…

NICE Announces CX Spring 2022 Release

NICE Announces CX Spring 2022 Release

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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