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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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JPIMedia Share Their Cloud Success Story

JPIMedia Share Their Cloud Success Story

Change at the Top of the CCMA

Change at the Top of the CCMA

Nuance Announces Enhancements to Its Voice Biometrics System

Nuance Announces Enhancements to Its Voice Biometrics…

Fast Growing Sports Company Moves to the Cloud

Fast Growing Sports Company Moves to the Cloud

Case Study: Ecotricity Increases Schedule Adherence by 10%

Case Study: Ecotricity Increases Schedule Adherence by 10%

Avaya Discuss New Koopid Partership

Avaya Discuss New Koopid Partership

Alfa-Bank Implements New Contact Centre Analytics System

Alfa-Bank Implements New Contact Centre Analytics System

How ProcedureFlow is Helping Contact Centers Adapt in Times of Crisis

How ProcedureFlow is Helping Contact Centers Adapt in…

Cabify Launches Innovative Virtual Assistant

Cabify Launches Innovative Virtual Assistant

Sabio Group Achieves Twilio Gold Partner Status

Sabio Group Achieves Twilio Gold Partner Status

National Australia Bank Strengthens Security

National Australia Bank Strengthens Security

Companies Fast-Tracking Move to the Cloud Amidst COVID-19

Companies Fast-Tracking Move to the Cloud Amidst COVID-19

NICE inContact and Zendesk Join Forces to Support Remote Contact Centres

NICE inContact and Zendesk Join Forces to Support Remote…

Case Study: How Ubisoft Engage Remote Agents

Case Study: How Ubisoft Engage Remote Agents

Sytel Launches Global Compliance Solution

Sytel Launches Global Compliance Solution

NICE inContact CXone Integrates With Microsoft

NICE inContact CXone Integrates With Microsoft

Telehealth Service DocPlanner Embraces New Video Platform

Telehealth Service DocPlanner Embraces New Video Platform

Case Study: AGL Moves All of Its Agents to Remote Working

Case Study: AGL Moves All of Its Agents to Remote Working

Remote Workers Are Struggling to Find a Work/Life Balance

Remote Workers Are Struggling to Find a Work/Life Balance

Only 52% of Consumers Feel They’re Treated With Empathy

Only 52% of Consumers Feel They’re Treated With Empathy

Mashreq Bank Partners With Koopid

Mashreq Bank Partners With Koopid

Banca Transilvania Set for Digital Transformation

Banca Transilvania Set for Digital Transformation

NICE Introduce New Work From Home Contact Centre Solution

NICE Introduce New Work From Home Contact Centre Solution

Koopid Partner With Avaya

Koopid Partner With Avaya

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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