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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.

Case Study: Financial Services Company Transforms Its QA Process

Case Study: Financial Services Company Transforms Its QA…

More Than 4 in 5 Calls to 999 Are Not Life-Threatening

More Than 4 in 5 Calls to 999 Are Not Life-Threatening

Study Finds Enterprises Can Realize a 213% ROI

Study Finds Enterprises Can Realize a 213% ROI

Addressing Today’s Key Homeworking Challenges

Addressing Today’s Key Homeworking Challenges

Talkdesk Climbs to #8 on 2022 Forbes Cloud 100

Talkdesk Climbs to #8 on 2022 Forbes Cloud 100

Case Study: Customer AI Helps Stockpile Achieve 350% ROI

Case Study: Customer AI Helps Stockpile Achieve 350% ROI

HammerRTC for Amazon Connect Now Available

HammerRTC for Amazon Connect Now Available

Microsoft Expands Partnership with NICE

Microsoft Expands Partnership with NICE

8×8 Wins Stevie Awards For Customer Service

8×8 Wins Stevie Awards For Customer Service

AdvancedMD Moves to Cloud Communications With 8×8 XCaaS

AdvancedMD Moves to Cloud Communications With 8×8…

Introducing the New Customer Service Podcast From Playvox

Introducing the New Customer Service Podcast From Playvox

9 out of 10 Contact Centres Have Increased Focus on Employee Experience

9 out of 10 Contact Centres Have Increased Focus on…

Case Study: Blueberry Markets Creates Its CX Team Mid-Pandemic

Case Study: Blueberry Markets Creates Its CX Team…

Vonage Recognized as Leader in Growth and Innovation

Vonage Recognized as Leader in Growth and Innovation

NICE Selected by Scope to Deliver Frictionless CX

NICE Selected by Scope to Deliver Frictionless CX

Case Study: RHM Introduces Customers to the Power of Insights

Case Study: RHM Introduces Customers to the Power of…

New Advanced Cloud Phone and Platform Capabilities

New Advanced Cloud Phone and Platform Capabilities

MaxContact Shortlisted for the 2022 SaaS Awards

MaxContact Shortlisted for the 2022 SaaS Awards

NICE Positioned As A Leader in 2022 Gartner Magic Quadrant for RPA

NICE Positioned As A Leader in 2022 Gartner Magic…

The Evolution of Digital Innovation in the Contact Centre

The Evolution of Digital Innovation in the Contact Centre

Customer Service Essentials for Small Businesses

Customer Service Essentials for Small Businesses

Workshop Recording: Does WFH Really Make Business Sense?

Workshop Recording: Does WFH Really Make Business Sense?

Cyara Resolves Common Chatbot Failures With New Testing Capabilities

Cyara Resolves Common Chatbot Failures With New Testing…

RingCentral Announces Whiteboard for RingCentral Rooms

RingCentral Announces Whiteboard for RingCentral Rooms

Are Your Team Leaders Too Busy Chasing Metrics?

Could Your Contact Centre Be Risking a Fine After 2nd August?

Is a Competency Framework Your Answer to Attrition?

Zoom Expands Revenue Accelerator With New AI Sales Features

UJET Tops Info-Tech’s 2026 Midmarket CCaaS Rankings

Guide: White Paper Test Jo

Guide: How to Build a Virtual Agent Your Customer Will Want to Use

Upcoming Events

23rd August 2026

Contact.io Conference

27th August 2026

Webinar: How to Improve Trust in Automated Quality Monitoring

How Automated Call Handling Improves Contact Centre ROI

Knowledge Automation: What Other Vendors Won’t Tell You

Upcoming Webinars

Webinar: How to Improve Trust in Automated Quality Monitoring

Webinar: 10 New Tactics to Boost Your C-SAT

Webinar: Are You Wasting Your CX Data’s Potential?