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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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RingCentral Unveils RingCX

RingCentral Unveils RingCX

Talkdesk CX Cloud Achieves FedRAMP In Process Designation

Talkdesk CX Cloud Achieves FedRAMP In Process Designation

Case Study: Tata Stays on Track for Abandon Targets

Case Study: Tata Stays on Track for Abandon Targets

Unlocking the Strategic Value of QA Data With Scorebuddy BI

Unlocking the Strategic Value of QA Data With Scorebuddy…

Qualtrics Announces General Availability of DXA

Qualtrics Announces General Availability of DXA

Salesforce Launches BYOM

Salesforce Launches BYOM

Announcing Our Latest AI Innovations

Announcing Our Latest AI Innovations

8×8 Drives Success and Performance with New Supervisor Workspace

8×8 Drives Success and Performance with New…

Enghouse Systems Completes Lifesize Acquisition

Enghouse Systems Completes Lifesize Acquisition

NICE Named as a Top CCaaS Provider

NICE Named as a Top CCaaS Provider

UJET and Google Cloud Announce Integration with ServiceNow

UJET and Google Cloud Announce Integration with ServiceNow

Looking at the Future Unfolding With TED

Looking at the Future Unfolding With TED

Case Study: CloudControl Maximizes Agent Efficiency 

Case Study: CloudControl Maximizes Agent Efficiency 

AWS Announces the General Availability of AWS Entity Resolution

AWS Announces the General Availability of AWS Entity…

Case Study: GGN Improves Workforce Planning

Case Study: GGN Improves Workforce Planning

8×8 Enhances Customer and Employee Experiences

8×8 Enhances Customer and Employee Experiences

NICE Introduces Generative AI-Powered Industry Benchmarks

NICE Introduces Generative AI-Powered Industry Benchmarks

NICE Named a 2023 Top Provider by Metrigy for VoC

NICE Named a 2023 Top Provider by Metrigy for VoC

Talkmap Announces Talkdiscovery Version 8.0

Talkmap Announces Talkdiscovery Version 8.0

Marston Holdings Partners with MaxContact for Business Growth

Marston Holdings Partners with MaxContact for Business…

Scorebuddy Announces the Launch of Scorebuddy BI

Scorebuddy Announces the Launch of Scorebuddy BI

NICE Launches ElevateAI “1K Every Day”

NICE Launches ElevateAI “1K Every Day”

Case Study: Nielsen Sees 30% Improvement in Agent Wait Times

Case Study: Nielsen Sees 30% Improvement in Agent Wait…

Empowering People – CCMA Interview With Stephen Yap

Empowering People – CCMA Interview With Stephen Yap

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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