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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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Five9 a Leader for Conversational AI in the ICC

Five9 a Leader for Conversational AI in the ICC

Zoom Levels Up AI Companion With Expanded Language Support

Zoom Levels Up AI Companion With Expanded Language Support

Case Study: Maps CU Achieves Seamless Service with NICE

Case Study: Maps CU Achieves Seamless Service with NICE

NICE and Cloud9 Partner

NICE and Cloud9 Partner

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

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

Sabio Group Aims to Empower the Global Contact Centre Workforce

Sabio Group Aims to Empower the Global Contact Centre…

Vonage Provides End to End Communications Security

Vonage Provides End to End Communications Security

Uniphore a Leader in Opus Research 2023 Report

Uniphore a Leader in Opus Research 2023 Report

Zoom Boom Continues With Latest Expansion

Zoom Boom Continues With Latest Expansion

The Contact Company Selects Calabrio WFM

The Contact Company Selects Calabrio WFM

8×8 Wins 2023 TrustRadius Tech Cares Award

8×8 Wins 2023 TrustRadius Tech Cares Award

Uniphore Advances Enterprise AI With New X Platform Capabilities

Uniphore Advances Enterprise AI With New X Platform…

Uniphore and Workair Partner to Bring Enterprise AI to Ireland

Uniphore and Workair Partner to Bring Enterprise AI to…

78% of UK IT Decision Makers Are Deploying AI and Automation

78% of UK IT Decision Makers Are Deploying AI and…

Zoom Announces CX Suite Enhancements

Zoom Announces CX Suite Enhancements

Spearline Spotlight: An Interview With Dan Hayes

Spearline Spotlight: An Interview With Dan Hayes

NICE Announces Annual Digital CX Week

NICE Announces Annual Digital CX Week

Hammer Google Dialogflow Transformer Added to Suite of Testing Solutions

Hammer Google Dialogflow Transformer Added to Suite of…

Dialpad Launches DialpadGPT

Dialpad Launches DialpadGPT

Unravelling WFM Solutions and Innovations

Unravelling WFM Solutions and Innovations

NICE Named an Exemplary Leader for Contact Centres

NICE Named an Exemplary Leader for Contact Centres

NICE Named a CX Winner in Ventana Research Awards

NICE Named a CX Winner in Ventana Research Awards

Case Study: Homes for Students Scores 4.5/5 CSAT Score With Netcall

Case Study: Homes for Students Scores 4.5/5 CSAT Score…

Comdata to Launch New Trustpilot Fully Managed Service

Comdata to Launch New Trustpilot Fully Managed Service

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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