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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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DAS Move to a Cloud Contact Centre Platform

DAS Move to a Cloud Contact Centre Platform

Case Study: Carlson Rezidor Hotel Group Personalises Its Customer Service

Case Study: Carlson Rezidor Hotel Group Personalises…

Poly Launches New Bluetooth Headset Solution

Poly Launches New Bluetooth Headset Solution

Healthcare Provider Bolsters Its Customer Care Technologies

Healthcare Provider Bolsters Its Customer Care…

Vonage Wins 2019 Product of the Year Awards

Vonage Wins 2019 Product of the Year Awards

What Not to Miss at Call & Contact Centre Expo 2022

What Not to Miss at Call & Contact Centre Expo 2022

Case Study: Adding WhatsApp to the Digital Channel Mix

Case Study: Adding WhatsApp to the Digital Channel Mix

AO.com Wins Call North West’s Medium Call Centre of the Year

AO.com Wins Call North West’s Medium Call Centre…

Case Study: Pharmacy2U Provides Cost-Effective Customer Support

Case Study: Pharmacy2U Provides Cost-Effective Customer…

Case Study: How Equiniti Improved Operational Insights

Case Study: How Equiniti Improved Operational Insights

Case Study: Glovo Pursues Growth and Scalability

Case Study: Glovo Pursues Growth and Scalability

Disjointed Communications Negatively Impacts Customer Satistisfaction

Disjointed Communications Negatively Impacts Customer…

The Fraudster Is Calling… Why Aren’t Consumers Picking up on It?

The Fraudster Is Calling… Why Aren’t Consumers Picking…

8×8 XCaaS for Multinational Companies in Indonesia

8×8 XCaaS for Multinational Companies in Indonesia

Talkdesk Collaborates With AWS Contact Center Intelligence

Talkdesk Collaborates With AWS Contact Center Intelligence

New Study Finds That Video Conferencing Is Growing in Popularity

New Study Finds That Video Conferencing Is Growing in…

Diabolocom Announces Impressive Growth In 2019

Diabolocom Announces Impressive Growth In 2019

Case Study: Ipsy Reaches 97% Agent Adherence With Assembled

Case Study: Ipsy Reaches 97% Agent Adherence With…

Case Study: MMM Healthcare Simplifies Its Contact Centre Operations

Case Study: MMM Healthcare Simplifies Its Contact Centre…

Vonage Contact Center (VCC) for Service Cloud Voice Now Available

Vonage Contact Center (VCC) for Service Cloud Voice Now…

Jabra Adds a New Generation of Contact Centre Headsets to the Engage Line

Jabra Adds a New Generation of Contact Centre Headsets…

Calabrio Acquires Teleopti

Calabrio Acquires Teleopti

Hotelbeds’ Contact Centre Handles the Challenges of a Global Pandemic

Hotelbeds’ Contact Centre Handles the Challenges…

Gartner Report Recommends Phoneprinting to Guard Against Fraud

Gartner Report Recommends Phoneprinting to Guard Against…

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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