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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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Puzzel Acquires Logicalware Customer Engagement Platform

Puzzel Acquires Logicalware Customer Engagement Platform

Slater and Gordon Moves to Cloud Customer Service

Slater and Gordon Moves to Cloud Customer Service

Millennials and Generation Z Are Driving the Digital-First Future of Customer Experience

Millennials and Generation Z Are Driving the…

Kelly Services Implement a Hosted Contact Centre Solution

Kelly Services Implement a Hosted Contact Centre Solution

The ECCCSAs 2019 Winners Have Been Announced!

The ECCCSAs 2019 Winners Have Been Announced!

Case Study – BT Safely Lowers Call Time by 8%

Case Study – BT Safely Lowers Call Time by 8%

Diabolocom Supports Onepark’s International Growth

Diabolocom Supports Onepark’s International Growth

ZOOM Introduce New Workforce Management Platform

ZOOM Introduce New Workforce Management Platform

Spearline Named as a Leading Contact Centre Services Company

Spearline Named as a Leading Contact Centre Services…

Serenova Acquires Workforce Management Technology From Loxysoft

Serenova Acquires Workforce Management Technology From…

Stars of the NI Contact Centre Industry Celebrate Success!

Stars of the NI Contact Centre Industry Celebrate Success!

Cognosante Move 2,400 Contact Centre Agents to the Cloud

Cognosante Move 2,400 Contact Centre Agents to the Cloud

8×8 Launches Free, Unlimited Video Meetings Solution

8×8 Launches Free, Unlimited Video Meetings Solution

Jabra Announces Partner Conference Award Winners

Jabra Announces Partner Conference Award Winners

AO.com Wins Call North West’s Medium Call Centre of the Year

AO.com Wins Call North West’s Medium Call Centre…

8×8, Poly and ScanSource Team Up to Create a Cloud Migration Program

8×8, Poly and ScanSource Team Up to Create a Cloud…

RingCentral and Avaya Announce Strategic Partnership

RingCentral and Avaya Announce Strategic Partnership

NICE inContact Scores Well In New Gartner Report

NICE inContact Scores Well In New Gartner Report

NICE inContact CXone Delivers a Digital-First Omnichannel Offering

NICE inContact CXone Delivers a Digital-First…

Talkdesk Receives New Security and Business Continuity Certifications

Talkdesk Receives New Security and Business Continuity…

Puzzel Positioned as a Challenger in Gartner’s Magic Quadrant

Puzzel Positioned as a Challenger in Gartner’s…

Spearline to Increase Their Presence in Africa

Spearline to Increase Their Presence in Africa

John Paul Selects Talkdesk to Support 700 Global Agents

John Paul Selects Talkdesk to Support 700 Global Agents

Acquisition Expands Enghouse Contact Centre Presence in France

Acquisition Expands Enghouse Contact Centre Presence in…

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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