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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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Jabra Evolve Series – Now Certified for Microsoft Teams

Jabra Evolve Series – Now Certified for Microsoft Teams

Poor Mental Health Costs UK Contact Centres Almost £1 Billion Each Year

Poor Mental Health Costs UK Contact Centres Almost £1…

Five9 Wins Innovation Awards

Five9 Wins Innovation Awards

Five9 Receives Highest Rating in Survey by DMG Consulting

Five9 Receives Highest Rating in Survey by DMG Consulting

What We Heard at Call & Contact Centre Expo 2022

What We Heard at Call & Contact Centre Expo 2022

Microsoft Azure Support Workforce Management Solution

Microsoft Azure Support Workforce Management Solution

PHH Mortgage Moves Its Contact Centre to the Cloud

PHH Mortgage Moves Its Contact Centre to the Cloud

NI Contact Centres Applauded for Excellence

NI Contact Centres Applauded for Excellence

Talkdesk Launches New Contact Centre AI Tool

Talkdesk Launches New Contact Centre AI Tool

Calabrio Releases a New Version of Calabrio ONE

Calabrio Releases a New Version of Calabrio ONE

Koopid Partner With Avaya

Koopid Partner With Avaya

8×8 to Support Multinational Enterprises in China

8×8 to Support Multinational Enterprises in China

British Businesses Lose £2.5 Billion Due to Bad Customer Service

British Businesses Lose £2.5 Billion Due to Bad Customer…

Case Study: Moving 800 Call Centre Staff to Remote Working

Case Study: Moving 800 Call Centre Staff to Remote Working

Genesys Recognized as a Gartner Magic Quadrant for CCaaS Leader

Genesys Recognized as a Gartner Magic Quadrant for CCaaS…

Case Study: YoungMinds Upgrades Its Contact Centre Strategy

Case Study: YoungMinds Upgrades Its Contact Centre…

Desford Support Group Use Freshworks Technology to Help Those in Need

Desford Support Group Use Freshworks Technology to Help…

8×8 Accquires Video Communications Technology

8×8 Accquires Video Communications Technology

New Digital Platform for AXA

New Digital Platform for AXA

Genesys Cloud Integrates With Microsoft Teams

Genesys Cloud Integrates With Microsoft Teams

RingCentral Acquires Dimelo

RingCentral Acquires Dimelo

Genesys PureCloud Reveals Revenue Growth

Genesys PureCloud Reveals Revenue Growth

Willis Towers Watson Kickstarts Cloud Transformation

Willis Towers Watson Kickstarts Cloud Transformation

Vonage Recognized by Amazon for Its AI Tools

Vonage Recognized by Amazon for Its AI Tools

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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?

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Webinar: Boosting Customer Satisfaction in Contact Centres

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