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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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Journey Excellence Score: The New Customer Experience Metric

Journey Excellence Score: The New Customer Experience…

8×8 Accquires Video Communications Technology

8×8 Accquires Video Communications Technology

Market Force Information Implements a Cloud Contact Centre Solution

Market Force Information Implements a Cloud Contact…

Genesys Debuts Forecasting and Scheduling Service

Genesys Debuts Forecasting and Scheduling Service

Calabrio Releases a New Version of Calabrio ONE

Calabrio Releases a New Version of Calabrio ONE

CallMiner Updates Real-Time Speech Analytics Platform

CallMiner Updates Real-Time Speech Analytics Platform

Jabra Launches Engage 50 Headsets

Jabra Launches Engage 50 Headsets

Global Study Reveals That Digital Customer Experiences Are Improving

Global Study Reveals That Digital Customer Experiences…

RingCentral Acquires Dimelo

RingCentral Acquires Dimelo

PHH Mortgage Moves Its Contact Centre to the Cloud

PHH Mortgage Moves Its Contact Centre to the Cloud

Davies Acquires Ember Group

Davies Acquires Ember Group

Over £500 Million Stolen From Customers of British Banks This Year

Over £500 Million Stolen From Customers of British Banks…

Jabra Announces Microsoft Teams Integration

Jabra Announces Microsoft Teams Integration

Vonage Announces Agreement to Acquire NewVoiceMedia

Vonage Announces Agreement to Acquire NewVoiceMedia

Case Study: How Nottingham City Homes Moved to the Cloud

Case Study: How Nottingham City Homes Moved to the Cloud

Zendesk Accquires FutureSimple

Zendesk Accquires FutureSimple

Study Finds That UK Companies Struggle to Support Digital Self-Service

Study Finds That UK Companies Struggle to Support…

Genesys Announce New Google Integration

Genesys Announce New Google Integration

Zendesk Launches Integration With WhatsApp Business Solution

Zendesk Launches Integration With WhatsApp Business…

Research Reveals Customer Experience Stagnation in the United States

Research Reveals Customer Experience Stagnation in the…

Case Study: Webhelp Nordic Drives International Growth

Case Study: Webhelp Nordic Drives International Growth

The Zendesk Suite – What You Need to Know

The Zendesk Suite – What You Need to Know

Case Study: Carlson Rezidor Hotel Group Personalises Its Customer Service

Case Study: Carlson Rezidor Hotel Group Personalises…

Case Study: Gaming Company Answers 90% of Chats in 10 Seconds

Case Study: Gaming Company Answers 90% of Chats in 10…

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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