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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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PTS Consulting Implements RingCentral Unified Communications Solution

PTS Consulting Implements RingCentral Unified…

Demand Rises for Call Recording Platform

Demand Rises for Call Recording Platform

EDF Energy Moves to the Cloud

EDF Energy Moves to the Cloud

NewVoiceMedia Wins Tech Culture Award

NewVoiceMedia Wins Tech Culture Award

Research Reveals Industry Confidence in Artificial Intelligence

Research Reveals Industry Confidence in Artificial…

NewVoiceMedia Provides Success for FCR Media

NewVoiceMedia Provides Success for FCR Media

Vonage Wins Product of the Year Award

Vonage Wins Product of the Year Award

NICE inContact Add New AI Capabilities to CXone

NICE inContact Add New AI Capabilities to CXone

Customer Contact Innovation Award Winners Announced

Customer Contact Innovation Award Winners Announced

CallMiner Named a Top 10 Contact Centre Technology Once Again

CallMiner Named a Top 10 Contact Centre Technology Once…

Jabra Launches New Cashback Promotion

Jabra Launches New Cashback Promotion

Jabra Launch Evolve 65e

Jabra Launch Evolve 65e

The Impact of Contact Centre Downtime on Customer Satisfaction

The Impact of Contact Centre Downtime on Customer…

Biometrics System Saved Enterprises Millions in Fraud in 2018

Biometrics System Saved Enterprises Millions in Fraud in…

Customers Have a Love-Hate Relationship with Messaging Apps

Customers Have a Love-Hate Relationship with Messaging…

Calabrio Releases Its Latest Analytics Suite

Calabrio Releases Its Latest Analytics Suite

CallMiner Launch Eureka Visualize

CallMiner Launch Eureka Visualize

8×8 Announces AI-Based Speech Analytics for the Entire Organisation

8×8 Announces AI-Based Speech Analytics for the…

Jabra Unveils New Analytics Partnerships

Jabra Unveils New Analytics Partnerships

8×8 Integrates New Video Capabilities Into Its Communications Platform

8×8 Integrates New Video Capabilities Into Its…

RingCentral Release a New Contact Centre Solution

RingCentral Release a New Contact Centre Solution

NICE inContact CXone Wins Innovation Award

NICE inContact CXone Wins Innovation Award

8×8 Partners With Google Cloud

8×8 Partners With Google Cloud

Nuance Communications Celebrate Stevie Award Wins

Nuance Communications Celebrate Stevie Award Wins

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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