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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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Calabrio Named an Exemplary Vendor in Ventana Research Buyers Guide

Calabrio Named an Exemplary Vendor in Ventana Research…

Take Part: The UK Contact Centre Decision-Makers’ Guide

Take Part: The UK Contact Centre Decision-Makers’…

NICE a Leader in destinationCRM’s 2023 Industry Leadership Awards

NICE a Leader in destinationCRM’s 2023 Industry…

8×8 Bridges the Customer Engagement Gap

8×8 Bridges the Customer Engagement Gap

New Features Eliminate Reactive Nature of Customer Service

New Features Eliminate Reactive Nature of Customer Service

AI Innovation Drives Personalized Employee Augmentation

AI Innovation Drives Personalized Employee Augmentation

New Genesys Report Finds That All Generations Are Ready for AI

New Genesys Report Finds That All Generations Are Ready…

InVision Reinforces Commitment to Information Security

InVision Reinforces Commitment to Information Security

Talkdesk Wins Cloud-Based CX Solution of the Year

Talkdesk Wins Cloud-Based CX Solution of the Year

Uniphore Continues Partnership Push

Uniphore Continues Partnership Push

Zoom Launches Clips in Beta

Zoom Launches Clips in Beta

Wonolo Taps Salesforce Generative AI

Wonolo Taps Salesforce Generative AI

MiaRec Pioneers Prompt Customization and Testing

MiaRec Pioneers Prompt Customization and Testing

Evaluagent Take Home Best Contact Centre Solution Award

Evaluagent Take Home Best Contact Centre Solution Award

MaxContact Reveal Benchmarking Results

MaxContact Reveal Benchmarking Results

eGain Partners With Talkdesk

eGain Partners With Talkdesk

Enghouse Systems Completes Lifesize Acquisition

Enghouse Systems Completes Lifesize Acquisition

8×8 Expands AI Self-Service Capabilities

8×8 Expands AI Self-Service Capabilities

Calabrio Unveils Middle East Cloud with AI-Powered Interaction Analytics

Calabrio Unveils Middle East Cloud with AI-Powered…

Evaluagent Recognized as a Leader in Contact Centre Quality Assurance

Evaluagent Recognized as a Leader in Contact Centre…

Talkdesk Earns TrustRadius 2024 Top Rated Awards

Talkdesk Earns TrustRadius 2024 Top Rated Awards

NICE Welcomes Nicole Kidman as Celebrity Keynote at Interactions 2024

NICE Welcomes Nicole Kidman as Celebrity Keynote at…

Calabrio Continues Public Sector Momentum

Calabrio Continues Public Sector Momentum

Vonage Launches Salesforce Shield Security

Vonage Launches Salesforce Shield Security

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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