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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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Case Study: Homeday Transforms CX With babelforce and Zendesk

Case Study: Homeday Transforms CX With babelforce and…

Vonage Launches Salesforce Shield Security

Vonage Launches Salesforce Shield Security

eGain Partners With Talkdesk

eGain Partners With Talkdesk

Case Study: Parasol Group Gained 73% More Business With Cloudax

Case Study: Parasol Group Gained 73% More Business With…

Reshaping CX, One Year In

Reshaping CX, One Year In

Case Study: Fanatics Reduces AHT by 13% With Genesys

Case Study: Fanatics Reduces AHT by 13% With Genesys

Case Study: Synthflow Voice Agents Handle 500K+ Calls per Month

Case Study: Synthflow Voice Agents Handle 500K+ Calls…

Case Study: How SupportZebra Helped a Health Brand…

Case Study: Medbelle Boosts Patient Satisfaction 25% With Synthflow

Case Study: Medbelle Boosts Patient Satisfaction 25%…

Sensée’s LiveDesk Available Through the G-Cloud 13 Government Framework

Sensée’s LiveDesk Available Through the G-Cloud 13…

Recorded Webinar: Voice Is Your New Brand Currency

NICE Creates Automation ‘Centre of Excellence’ for Higher Education

NICE Creates Automation ‘Centre of Excellence’ for…

Dialpad Introduces AI-Driven Personal Identifiable Information (PII) Redaction

Dialpad Introduces AI-Driven Personal Identifiable…

Case Study: Verizon’s Cellular Sales Drives Engagement

Case Study: Verizon’s Cellular Sales Drives…

£33 Million Saved in NHS Appointment Efficiency

£33 Million Saved in NHS Appointment Efficiency

Vonage Introduces Conversations for Salesforce

Vonage Introduces Conversations for Salesforce

VCC Live Earns New G2 Crowd Badges

VCC Live Earns New G2 Crowd Badges

NICE Announces Annual Digital CX Week

NICE Announces Annual Digital CX Week

Jabra Announces Price Reduction on Jabra Engage 40

Jabra Announces Price Reduction on Jabra Engage 40

Genesys Launches Native Journey Management for Genesys Cloud

Genesys Launches Native Journey Management for Genesys…

Case Study: Virgin Atlantic Achieves a 50% Decrease in AHT With Genesys

Case Study: Virgin Atlantic Achieves a 50% Decrease in…

Sensée Achieves Disability Confident Level 2 Employer Standard

Sensée Achieves Disability Confident Level 2 Employer…

Case Study: Haier Smart Home Drives Agent Wellbeing and Autonomy

Case Study: Haier Smart Home Drives Agent Wellbeing and…

Case Study: NatWest Group Transforms CX With Genesys

Case Study: NatWest Group Transforms CX With Genesys

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?