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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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IPI Launch a New PCI Compliance Solution

IPI Launch a New PCI Compliance Solution

Case Study: RHM Introduces Customers to the Power of Insights

Case Study: RHM Introduces Customers to the Power of…

IPI Strengthens Voice Biometric Capabilities Through Partnership

IPI Strengthens Voice Biometric Capabilities Through…

HammerRTC for Amazon Connect Now Available

HammerRTC for Amazon Connect Now Available

Case Study: Teleperformance Drives Agent Efficiency

Case Study: Teleperformance Drives Agent Efficiency

CallMiner Recognises Customer Achievements With LISTEN Awards

CallMiner Recognises Customer Achievements With LISTEN…

A-dec to Use AI-Powered Customer Support

A-dec to Use AI-Powered Customer Support

Clarabridge Announces Integration with Microsoft

Clarabridge Announces Integration with Microsoft

Research Reveals Customer Experience Stagnation in the United States

Research Reveals Customer Experience Stagnation in the…

Customers Have a Love-Hate Relationship with Messaging Apps

Customers Have a Love-Hate Relationship with Messaging…

Businesses Are Increasing Investment in Digital Channels and AI

Businesses Are Increasing Investment in Digital Channels…

NICE Expands Its Global Reach With Bell Canada

NICE Expands Its Global Reach With Bell Canada

Case Study: Wyze Saves $1.2M Annually on BPO Costs With Assembled

Case Study: Wyze Saves $1.2M Annually on BPO Costs With…

Research Finds That Multi-Channel Customer Experiences Are Falling Short

Research Finds That Multi-Channel Customer Experiences…

VCC Live Raises $2.4 Million to Expand Services

VCC Live Raises $2.4 Million to Expand Services

NICE Launches Enlighten AI Routing

NICE Launches Enlighten AI Routing

Talkdesk for Service Cloud Voice on Salesforce AppExchange

Talkdesk for Service Cloud Voice on Salesforce AppExchange

Contact Centre and Customer Services Summit 2023

Contact Centre and Customer Services Summit 2023

Market Force Information Implements a Cloud Contact Centre Solution

Market Force Information Implements a Cloud Contact…

Check Out Our New and Improved Webinar Programme for 2021

Check Out Our New and Improved Webinar Programme for 2021

Five9 Announces Inaugural Reimagine CX Award Winners

Five9 Announces Inaugural Reimagine CX Award Winners

Avaya Discuss New Koopid Partership

Avaya Discuss New Koopid Partership

Five9 Introduce Their New Virtual Assistant

Five9 Introduce Their New Virtual Assistant

Inbenta Announces the Launch of a Podcast Series

Inbenta Announces the Launch of a Podcast Series

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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