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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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Case Study: BlueLink Optimizes Global Services With Odigo

Case Study: BlueLink Optimizes Global Services With Odigo

Case Study: Delta Air Lines Boosts Global Support with Calabrio

Case Study: Delta Air Lines Boosts Global Support with…

Case Study: Lowe’s Saves Over 1 Million in Operational Costs With NICE

Case Study: Lowe’s Saves Over 1 Million in…

Case Study: Kin Insurance Increased Adherence by Over 30% With Assembled

Case Study: Kin Insurance Increased Adherence by Over…

Case Study: Ratioparts Scales Up Outbound Revenue With babelforce and Zendesk

Case Study: Ratioparts Scales Up Outbound Revenue With…

Case Study: O.phon Boosts Response Times by 64% with Genesys

Case Study: O.phon Boosts Response Times by 64% with…

Case Study: E.ON Achieves 90% Answer Rate With Calabrio

Case Study: E.ON Achieves 90% Answer Rate With Calabrio

Case Study: Homeday Transforms CX With babelforce and Zendesk

Case Study: Homeday Transforms CX With babelforce and…

Case Study: Home Group Boosts Scheduling Efficiency by 20% with Calabrio

Case Study: Home Group Boosts Scheduling Efficiency by…

Women in CX Hosts First US Conference

Women in CX Hosts First US Conference

Case Study: Clearwater Achieves 98% Answer Rate With Genesys

Case Study: Clearwater Achieves 98% Answer Rate With…

Case Study: National Express Saves Over Five Hours Per Week on Scheduling with Calabrio

Case Study: National Express Saves Over Five Hours Per…

Case Study: Maps CU Achieves Seamless Service with NICE

Case Study: Maps CU Achieves Seamless Service with NICE

The Retail Bulletin Today Announces the Set-Up of CX Industry Body, CX Alliance

The Retail Bulletin Today Announces the Set-Up of CX…

Case Study: Topaz Services Elevates Customer Experience with Zoom

Case Study: Topaz Services Elevates Customer Experience…

Case Study: RedSalud Reduced Contact Centre Operating Expenses by 30% With Genesys

Case Study: RedSalud Reduced Contact Centre Operating…

Case Study: Sony Electronics Achieves Record CSAT With NICE

Case Study: Sony Electronics Achieves Record CSAT With…

“Exceeding UK Customer Expectations 2024-25” – 5 Key Findings

“Exceeding UK Customer Expectations 2024-25” – 5…

Case Study: Brooks Reduces Phone Wait Times By 66% With Assembled

Case Study: Brooks Reduces Phone Wait Times By 66% With…

Case Study: Convera Transforms Employee Engagement with Zoom

Case Study: Convera Transforms Employee Engagement with…

Case Study: Western Sydney University Reduces Abandoned Calls by 45% With Genesys

Case Study: Western Sydney University Reduces Abandoned…

Case Study: Dutch Railways Achieves 85% Occupancy With NICE

Case Study: Dutch Railways Achieves 85% Occupancy With…

Case Study: Caring For You Transforms Operations with Zoom

Case Study: Caring For You Transforms Operations with Zoom

Case Study: APM Saves $1 Million With Genesys Cloud

Case Study: APM Saves $1 Million With Genesys Cloud

Are Your Team Leaders Too Busy Chasing Metrics?

Could Your Contact Centre Be Risking a Fine After 2nd August?

Is a Competency Framework Your Answer to Attrition?

Zoom Expands Revenue Accelerator With New AI Sales Features

UJET Tops Info-Tech’s 2026 Midmarket CCaaS Rankings

Guide: White Paper Test Jo

Guide: How to Build a Virtual Agent Your Customer Will Want to Use

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