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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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VoiceAbility Ushers in New Era of Digital Communication with Sabio

VoiceAbility Ushers in New Era of Digital Communication…

Calabrio Expands Presence in India With New WEM Cloud Offering

Calabrio Expands Presence in India With New WEM Cloud…

Talkdesk and Verint Expand Partnership to Increase CX Automation

Talkdesk and Verint Expand Partnership to Increase CX…

Case Study – GE Appliances Increases Adherence by 20% With Calabrio

Case Study – GE Appliances Increases Adherence by…

Awards Shortlist Showcases Innovation Across Wales’ Thriving Centralised CX Industry

Awards Shortlist Showcases Innovation Across Wales’…

EGain Client Bags KMWorld Reality Award

EGain Client Bags KMWorld Reality Award

Vonage Awarded Place on Newsweek List

Vonage Awarded Place on Newsweek List

The Latest Look at a Microsoft Teams Contact Centre

The Latest Look at a Microsoft Teams Contact Centre

New Research on AI’s Impact on Customer Service Agents

New Research on AI’s Impact on Customer Service…

Genesys Awarded Two 2023 Global AWS Partner Awards

Genesys Awarded Two 2023 Global AWS Partner Awards

The Retail Bulletin Today Announces the Set-Up of CX Industry Body, CX Alliance

The Retail Bulletin Today Announces the Set-Up of CX…

Female Recruiters Recognised in UK’s Top 50 CX Stars

Female Recruiters Recognised in UK’s Top 50 CX Stars

Get Your Free, No-Obligation Chatbot GDPR Compliance Test

Get Your Free, No-Obligation Chatbot GDPR Compliance Test

Cyara Named One of UK’s Best Workplaces for Wellbeing

Cyara Named One of UK’s Best Workplaces for…

Merkle Launches Global Accelerator for Salesforce Commerce Cloud

Merkle Launches Global Accelerator for Salesforce…

Genesys Named Leader for Customer Engagement Platforms

Genesys Named Leader for Customer Engagement Platforms

NICE Named the Outright Leader in the 2023 SPARK Matrix

NICE Named the Outright Leader in the 2023 SPARK Matrix

Salesforce Signs Definitive Agreement to Acquire Spiff

Salesforce Signs Definitive Agreement to Acquire Spiff

Uniphore Teams Up With Pioneer in Communication Recording

Uniphore Teams Up With Pioneer in Communication Recording

Evaluagent Ranks in Flexa100 List

Evaluagent Ranks in Flexa100 List

Evaluagent and Assembled Unite to Boost Employee Engagement

Evaluagent and Assembled Unite to Boost Employee…

Ditch Unreliable Customer Surveys With New xNPS

Ditch Unreliable Customer Surveys With New xNPS

Scorebuddy Named a G2 Market Leader

Scorebuddy Named a G2 Market Leader

53% of Frontline Colleagues Report Symptoms of Stress

53% of Frontline Colleagues Report Symptoms of Stress

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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