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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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How MiaRec Customers Use Auto QA to Transform Their Business

How MiaRec Customers Use Auto QA to Transform Their…

Talkdesk Rolls Out Full Support for SHAKEN/STIR

Talkdesk Rolls Out Full Support for SHAKEN/STIR

Cox & Cox Establish a Future Platform for Growth

Cox & Cox Establish a Future Platform for Growth

Five9 Announces the Winners of its Reimagine CX Awards

Five9 Announces the Winners of its Reimagine CX Awards

Case Study: Corsica Ferries Improves Omnichannel

Case Study: Corsica Ferries Improves Omnichannel

Take Your Hybrid Workspace to New Heights with HP and Poly Solutions

Take Your Hybrid Workspace to New Heights with HP and…

Talkdesk Announces 2023 CX Innovators Award Winners

Talkdesk Announces 2023 CX Innovators Award Winners

Centrical Recognized as a Global Leader in Sales Gamification

Centrical Recognized as a Global Leader in Sales…

Calabrio Acquires AI and Bot Analytics Company Wysdom

Calabrio Acquires AI and Bot Analytics Company Wysdom

EvaluAgent Moves into the AI Space

EvaluAgent Moves into the AI Space

Case Study: Swiss Life Select Drives Sales Performance

Case Study: Swiss Life Select Drives Sales Performance

Empowering People – DHL Express Interview

Empowering People – DHL Express Interview

Research Reveals Millennials Feel Most Ostracized in Hybrid Meetings

Research Reveals Millennials Feel Most Ostracized in…

Creating New Value for Customers With Generative AI

Creating New Value for Customers With Generative AI

Scorebuddy Announces the Launch of Scorebuddy BI

Scorebuddy Announces the Launch of Scorebuddy BI

Content Guru Adds Integration to storm Platform

Content Guru Adds Integration to storm Platform

Kore.ai Voice Gateway Available on Genesys AppFoundry

Kore.ai Voice Gateway Available on Genesys AppFoundry

NICE a Leader in Everest Group’s Task Mining Products PEAK Matrix

NICE a Leader in Everest Group’s Task Mining Products…

EnghouseAI – the Next-Generation AI Products

EnghouseAI – the Next-Generation AI Products

Zendesk Continues to Level Up Its CX Portfolio

Zendesk Continues to Level Up Its CX Portfolio

CallMiner Named a Leader by Top Analyst Firm

CallMiner Named a Leader by Top Analyst Firm

Contact Centre Testing Capabilities Pinpoint CX Failures at Scale

Contact Centre Testing Capabilities Pinpoint CX Failures…

72% of UK Online Companies Are Uncontactable by Phone

72% of UK Online Companies Are Uncontactable by Phone

Memo Group Selects Sabio Group for Twilio Flex Implementation

Memo Group Selects Sabio Group for Twilio Flex…

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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