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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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HP Partners With Google to Offer Realistic Meeting Experience

HP Partners With Google to Offer Realistic Meeting…

NICE Welcomes Nicole Kidman as Celebrity Keynote at Interactions 2024

NICE Welcomes Nicole Kidman as Celebrity Keynote at…

NICE Tops 2024 Opus Research Report as Conversational Intelligence Leader

NICE Tops 2024 Opus Research Report as Conversational…

New Genesys Report Finds That All Generations Are Ready for AI

New Genesys Report Finds That All Generations Are Ready…

CallMiner Named a Leader by Top Analyst Firm

CallMiner Named a Leader by Top Analyst Firm

Avaya Spices Up CX Offering with Edify Acquisition

Avaya Spices Up CX Offering with Edify Acquisition

Talkdesk Earns TrustRadius 2024 Top Rated Awards

Talkdesk Earns TrustRadius 2024 Top Rated Awards

ServiceNow and Genesys Announce Strategic Partnership

ServiceNow and Genesys Announce Strategic Partnership

Talkdesk Named a Finalist at 2024 CCW Excellence Awards

Talkdesk Named a Finalist at 2024 CCW Excellence Awards

Sprinklr Digital Twin Set to Increase Digital Capacity

Sprinklr Digital Twin Set to Increase Digital Capacity

New Salesforce Solution Helps Agents Resolve Cases Faster

New Salesforce Solution Helps Agents Resolve Cases Faster

Enghouse and Voxtron Collaborate to Enhance CX

Enghouse and Voxtron Collaborate to Enhance CX

Calabrio Accelerates Self-Service and AI-Driven Knowledge

Calabrio Accelerates Self-Service and AI-Driven Knowledge

Sprinklr Redefines Customer Feedback Management

Sprinklr Redefines Customer Feedback Management

Cincinnati Emergency Communication Centre Leverages NICE for Digital Transformation

Cincinnati Emergency Communication Centre Leverages NICE…

Thinktank Group Enhances CX with 8×8

Thinktank Group Enhances CX with 8×8

QStory Recognized in UKII Intelligence Report

QStory Recognized in UKII Intelligence Report

2024 European Contact Centre & Customer Service Awards Open for Entries

2024 European Contact Centre & Customer Service…

Graphisoft Project With Sabio Group Leads to Award Success

Graphisoft Project With Sabio Group Leads to Award Success

Case Study: Sutton Council Delivers on Their Promise of Effortless CX

Case Study: Sutton Council Delivers on Their Promise of…

8×8 Unveils Latest Enhancements to Customer Engagement Solutions

8×8 Unveils Latest Enhancements to Customer…

Ditch Unreliable Customer Surveys With New xNPS

Ditch Unreliable Customer Surveys With New xNPS

Playvox and Freshworks Partner to Revolutionize Workforce Management

Playvox and Freshworks Partner to Revolutionize…

Sabio Launches New WFM eBook to Maximize Contact Centre Efficiency

Sabio Launches New WFM eBook to Maximize 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