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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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Shortlist Announced for First Ever CCW Europe Awards

Shortlist Announced for First Ever CCW Europe Awards

Prudential Financial Implements AI Contact Centre Solutions

Prudential Financial Implements AI Contact Centre…

Case Study: Radisson Hotel Group Reduces AHT by 17% With Puzzel

Case Study: Radisson Hotel Group Reduces AHT by 17% With…

5 Ways to WOW Customers

5 Ways to WOW Customers

Case Study: How CRMG Disrupted Its Industry With Cognigy AI

Case Study: How CRMG Disrupted Its Industry With Cognigy…

Contact Centres Close to Breaking Point According to New Global Survey

Contact Centres Close to Breaking Point According to New…

Genesys Announce New Artificial Intelligence Capabilities

Genesys Announce New Artificial Intelligence Capabilities

8×8 Powers One-Click Video Collaboration

8×8 Powers One-Click Video Collaboration

Sytel Releases Fully Blended Contact Centre Platform

Sytel Releases Fully Blended Contact Centre Platform

Case Study: Healthcare Group Improves Its Customer Service

Case Study: Healthcare Group Improves Its Customer Service

Freshworks Named a Visionary in Gartner’s Magic Quadrant

Freshworks Named a Visionary in Gartner’s Magic Quadrant

Talkdesk Launch a New Job Platform for Contact Centre Agents

Talkdesk Launch a New Job Platform for Contact Centre…

IVR Best Practices, from DTMF to Conversational AI

IVR Best Practices, from DTMF to Conversational AI

Playvox and Dialpad Partnership Provides a CX Solution

Playvox and Dialpad Partnership Provides a CX Solution

Vonage Announces Agreement to Acquire NewVoiceMedia

Vonage Announces Agreement to Acquire NewVoiceMedia

Case Study: How PhotoBox Enhanced its Customer Experience

Case Study: How PhotoBox Enhanced its Customer Experience

The Zendesk Suite – What You Need to Know

The Zendesk Suite – What You Need to Know

Talkdesk Landed a Top Spot on Contact Center in the Cloud Index

Talkdesk Landed a Top Spot on Contact Center in the…

75% of Customers Still Favour Live Advisor Support Over Self-Service

75% of Customers Still Favour Live Advisor Support Over…

Case Study: Healthcare Products Company Migrates to Amazon Connect

Case Study: Healthcare Products Company Migrates to…

Salesforce’s New Sales and Service GPT Drive Productivity

Salesforce’s New Sales and Service GPT Drive Productivity

Lockdown Brits Shun Smart Clothes for Virtual Work Meetings

Lockdown Brits Shun Smart Clothes for Virtual Work…

Case Study: European Tax Agency Implements a Virtual Assistant

Case Study: European Tax Agency Implements a Virtual…

Case Study – Voxpro Increases Productivity by 20%

Case Study – Voxpro Increases Productivity by 20%

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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