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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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MaxContact Secures Major Investment to Drive Innovation and Propel Growth

MaxContact Secures Major Investment to Drive Innovation…

8×8 Named a Top Five Provider in Metrigy 2023 CCaaS MetriRank Report

8×8 Named a Top Five Provider in Metrigy 2023 CCaaS…

Unleash Agent Potential at the Agent Engagement Summit 2023

Unleash Agent Potential at the Agent Engagement Summit…

Talkdesk and Epic Enter New Collaboration

Talkdesk and Epic Enter New Collaboration

NICE Named Top Leader in Metrigy’s Inaugural CCaaS Provider Ranking

NICE Named Top Leader in Metrigy’s Inaugural CCaaS…

8×8 Announces New Generation Phone App for Microsoft Teams

8×8 Announces New Generation Phone App for…

Five9 Announces the Winners of its Reimagine CX Awards

Five9 Announces the Winners of its Reimagine CX Awards

Finalists Announced for the European Contact Centre & Customer Service Awards 2023

Finalists Announced for the European Contact Centre…

CommunityWFM Enhances Contact Centre WFM

CommunityWFM Enhances Contact Centre WFM

Case Study: Blackhawk Network Provides CX at Scale

Case Study: Blackhawk Network Provides CX at Scale

Qualtrics Announces General Availability of New AI Tools

Qualtrics Announces General Availability of New AI Tools

CallMiner Named the Leader in Conversation Intelligence

CallMiner Named the Leader in Conversation Intelligence

Contact Centres Open Doors for A-Level Graduates

Contact Centres Open Doors for A-Level Graduates

Dialpad Launches DialpadGPT

Dialpad Launches DialpadGPT

8×8 Wins Stevie Awards

8×8 Wins Stevie Awards

Sabio Group Named as Supplier on NS3 Framework

Sabio Group Named as Supplier on NS3 Framework

Genesys a CCaaS Leader in the 2023 Gartner Magic Quadrant

Genesys a CCaaS Leader in the 2023 Gartner Magic Quadrant

8×8 Wins 2023 TrustRadius Tech Cares Award

8×8 Wins 2023 TrustRadius Tech Cares Award

Talkdesk Secures #8 Spot in the 2023 Forbes Cloud 100 List

Talkdesk Secures #8 Spot in the 2023 Forbes Cloud 100 List

Upland Panviva Now Available on Genesys AppFoundry

Upland Panviva Now Available on Genesys AppFoundry

Gartner Magic Quadrant Names NICE a CCaaS Leader

Gartner Magic Quadrant Names NICE a CCaaS Leader

Five9 to Acquire Aceyus

Five9 to Acquire Aceyus

Five9 Named a Leader in the 2023 Magic Quadrant for CCaaS

Five9 Named a Leader in the 2023 Magic Quadrant for CCaaS

Zoom Launches Clips in Beta

Zoom Launches Clips in Beta

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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