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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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Foehn Achieves G-Cloud 11 Approval Across Full Product Suite

Foehn Achieves G-Cloud 11 Approval Across Full Product…

Newstel GmbH Selects New Email Customer Service Solution

Newstel GmbH Selects New Email Customer Service Solution

Case Study: European Tax Agency Implements a Virtual Assistant

Case Study: European Tax Agency Implements a Virtual…

Jabra Partner With Code Software

Jabra Partner With Code Software

Research Shows That Automation Can Improve Advisor Satisfaction

Research Shows That Automation Can Improve Advisor…

Bluecrest Ramps Up Its Customer Satisfaction Scores

Bluecrest Ramps Up Its Customer Satisfaction Scores

Sabio Partners With UCL School of Management

Sabio Partners With UCL School of Management

Indie Campers Enhance Customer Support

Indie Campers Enhance Customer Support

Rated People Selects New Telephony Platform

Rated People Selects New Telephony Platform

Genesys Announce New Artificial Intelligence Capabilities

Genesys Announce New Artificial Intelligence Capabilities

Jabra Launches Video Solution

Jabra Launches Video Solution

Calabrio Acquires Teleopti

Calabrio Acquires Teleopti

91% of Contact Centre IT Staff Consider Compliance Investments a Priority

91% of Contact Centre IT Staff Consider Compliance…

NICE Announces CX Excellence Award Winners

NICE Announces CX Excellence Award Winners

William Hill Partners With Aspect Software

William Hill Partners With Aspect Software

trivago Hotel Relations Books Talkdesk to Optimise Contact Centre

trivago Hotel Relations Books Talkdesk to Optimise…

Foehn Awarded Genesys Gold Partner Status

Foehn Awarded Genesys Gold Partner Status

Case Study: How Equiniti Improved Operational Insights

Case Study: How Equiniti Improved Operational Insights

Decathlon Pro Sees Quick ROI From Telephony Solution

Decathlon Pro Sees Quick ROI From Telephony Solution

Vonage Wins 2019 Product of the Year Awards

Vonage Wins 2019 Product of the Year Awards

NICE Release New Technology to Improve Digital Conversations

NICE Release New Technology to Improve Digital…

UK National Contact Centre Awards – Winners Announced

UK National Contact Centre Awards – Winners Announced

Business Leaders Are Lacking a Strategic Approach to Improving Productivity

Business Leaders Are Lacking a Strategic Approach to…

Hotelbeds Selects Vonage’s NewVoiceMedia Contact Centre Solution

Hotelbeds Selects Vonage’s NewVoiceMedia Contact Centre…

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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