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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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Do You Remember the Time That You Were With Richard Brown?

Do You Remember the Time That You Were With Richard Brown?

Banca Transilvania Set for Digital Transformation

Banca Transilvania Set for Digital Transformation

Genesys Renames Its Flagship Cloud Solution

Genesys Renames Its Flagship Cloud Solution

Angry Customers Using Profanity Are on the Rise

Angry Customers Using Profanity Are on the Rise

Virtual Assistant ‘Arlo the Koala’ Wins Stevie Award

Virtual Assistant ‘Arlo the Koala’ Wins Stevie Award

Poly Release New Video Conferencing Equipment

Poly Release New Video Conferencing Equipment

eGain Partners With Avaya

eGain Partners With Avaya

IP Integration Named Enterprise Growth Partner of the Year

IP Integration Named Enterprise Growth Partner of the Year

Genesys Acquire nGUVU

Genesys Acquire nGUVU

Mashreq Bank Partners With Koopid

Mashreq Bank Partners With Koopid

TorTalk Develops Text-to-Speech Solution for People with Dyslexia

TorTalk Develops Text-to-Speech Solution for People with…

CX Excellence Award Winners Stand Out

CX Excellence Award Winners Stand Out

NICE inContact CXone Provides a Strong ROI

NICE inContact CXone Provides a Strong ROI

H&M Adds a Virtual Assistant and Live Chat to Its Contact Centre

H&M Adds a Virtual Assistant and Live Chat to Its…

ZOOM Introduce New Workforce Management Platform

ZOOM Introduce New Workforce Management Platform

Journey Excellence Score: The New Customer Experience Metric

Journey Excellence Score: The New Customer Experience…

Nuance Add to Their Roster of Security Solutions

Nuance Add to Their Roster of Security Solutions

Vonage Launches New Virtual Assistant

Vonage Launches New Virtual Assistant

European Contact Centre and Customer Service Award Winners 2018

European Contact Centre and Customer Service Award…

Genesys Unveils New Artificial Intelligence-Powered Routing Engine

Genesys Unveils New Artificial Intelligence-Powered…

Case Study: HotelBeds Tackles the Challenges of a Global Pandemic

Case Study: HotelBeds Tackles the Challenges of a Global…

Case Study: Webhelp Nordic Drives International Growth

Case Study: Webhelp Nordic Drives International Growth

Jabra Announces Microsoft Teams Integration

Jabra Announces Microsoft Teams Integration

Talkdesk’s Global Partner Programme Continues to Grow

Talkdesk’s Global Partner Programme Continues to…

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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