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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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NICE inContact Named a Cloud Contact Centre Leader

NICE inContact Named a Cloud Contact Centre Leader

VCC Live Moves Its Headquarters to Accommodate Its Growing Workforce

VCC Live Moves Its Headquarters to Accommodate Its…

Happy Contact Centre Secrets – Infographic

Happy Contact Centre Secrets – Infographic

Webinar Replay: Navigate Your Contact Centre Budget in the New Year

Webinar Replay: Navigate Your Contact Centre Budget in…

Customer Experience Emerges as 2020 Bright Spot

Customer Experience Emerges as 2020 Bright Spot

Case Study: YoungMinds Upgrades Its Contact Centre Strategy

Case Study: YoungMinds Upgrades Its Contact Centre…

IP Integration Launches IPI Cloud AI

IP Integration Launches IPI Cloud AI

Genesys Named a Leader in the Gartner 2020 Magic Quadrant

Genesys Named a Leader in the Gartner 2020 Magic Quadrant

Lockdown Brits Shun Smart Clothes for Virtual Work Meetings

Lockdown Brits Shun Smart Clothes for Virtual Work…

New Study Shows the Value in Creating a “Connected Culture”

New Study Shows the Value in Creating a “Connected…

Jabra Evolve Series – Now Certified for Microsoft Teams

Jabra Evolve Series – Now Certified for Microsoft Teams

Homeworking Team Scoops Top Prize at 2020 Northern Contact Centre Awards

Homeworking Team Scoops Top Prize at 2020 Northern…

Case Study: Northern Ireland Water Implement a Chatbot

Case Study: Northern Ireland Water Implement a Chatbot

Aspect Software Celebrate 16 Years in India

Aspect Software Celebrate 16 Years in India

Join Us for Our Final Webinar of 2020!

Join Us for Our Final Webinar of 2020!

Spearline Introduce Voice Assure Interstate

Spearline Introduce Voice Assure Interstate

Businesses Are Increasing Investment in Digital Channels and AI

Businesses Are Increasing Investment in Digital Channels…

Clarabridge Forges Ahead with Accelerated Growth in 2020

Clarabridge Forges Ahead with Accelerated Growth in 2020

Case Study: MMM Healthcare Simplifies Its Contact Centre Operations

Case Study: MMM Healthcare Simplifies Its Contact Centre…

Mitel Award PCI Pal with a Developer Partner Certification

Mitel Award PCI Pal with a Developer Partner Certification

NICE inContact Releases New CXone Performance Analytics Integration

NICE inContact Releases New CXone Performance Analytics…

Calabrio Announces the Winners of Its ONE Awards

Calabrio Announces the Winners of Its ONE Awards

Talkdesk Announces Digital Showdown Event

Talkdesk Announces Digital Showdown Event

Calabrio Unveils New Workforce Engagement Management Suite

Calabrio Unveils New Workforce Engagement Management Suite

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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