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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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Personalizing the Customer Journey via Digital Channels

Personalizing the Customer Journey via Digital Channels

CallMiner Launches a New Model for Operationalizing Speech Analytics

CallMiner Launches a New Model for Operationalizing…

Genesys Extends Relationship with BT

Genesys Extends Relationship with BT

Two-Thirds of Brits Frustrated at Long Customer Service Waiting Times

Two-Thirds of Brits Frustrated at Long Customer Service…

RingCentral Launches Video Meetings in Europe

RingCentral Launches Video Meetings in Europe

Talkdesk Release New At-Home and Mobile Workforce Solutions

Talkdesk Release New At-Home and Mobile Workforce…

Vonage Awarded G-Cloud 12 Framework Agreement

Vonage Awarded G-Cloud 12 Framework Agreement

VCC Live Earns New G2 Crowd Badges

VCC Live Earns New G2 Crowd Badges

Nuance AI Helps to Improve Rakuten Mobile’s Communications Platform

Nuance AI Helps to Improve Rakuten Mobile’s…

Aspect Announces Integration With Google’s Verified Calls

Aspect Announces Integration With Google’s Verified Calls

Talkdesk Is Named to the 2020 Forbes Cloud 100

Talkdesk Is Named to the 2020 Forbes Cloud 100

Enghouse Interactive Promotes Node4 to Silver Partner Status

Enghouse Interactive Promotes Node4 to Silver Partner…

Must-See Expert Webinar – How to Migrate From Excel to WFM

Must-See Expert Webinar – How to Migrate From…

Selligent and Five9 Partner to Deliver Omnichannel Customer Journeys

Selligent and Five9 Partner to Deliver Omnichannel…

NICE Robotic Process Automation Ranked the Market Leader in Attended RPA

NICE Robotic Process Automation Ranked the Market Leader…

Ergon Energy Retail Chooses NICE CXone

Ergon Energy Retail Chooses NICE CXone

NICE Honours CX Excellence Award Winners at Interactions Live

NICE Honours CX Excellence Award Winners at Interactions…

The 2020/21 UK Contact Centre Decision-Makers’ Guide

The 2020/21 UK Contact Centre Decision-Makers’ Guide

Jabra Launches Professional Speakerphone for the “New Normal”

Jabra Launches Professional Speakerphone for the…

Maintel Launches Callmedia CX Now

Maintel Launches Callmedia CX Now

Introducing an Exciting Customer Experience Virtual Event

Introducing an Exciting Customer Experience Virtual Event

Clarabridge Wins Artificial Intelligence Breakthrough Award

Clarabridge Wins Artificial Intelligence Breakthrough…

Aspect Release Their 5th Annual Consumer Index Report

Aspect Release Their 5th Annual Consumer Index Report

Nuance Named a Leader in Authentication and Fraud Prevention

Nuance Named a Leader in Authentication and Fraud…

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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