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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: Costa Express Improved Its Customer Service

Case Study: Costa Express Improved Its Customer Service

Vonage Announces Brand Revitalization

Vonage Announces Brand Revitalization

Koopid.ai to Partner with Puzzel

Koopid.ai to Partner with Puzzel

Novo Nordisk Chooses Vonage Contact Centre

Novo Nordisk Chooses Vonage Contact Centre

Nuance Launches Artificial Intelligence Bundle for the Contact Centre

Nuance Launches Artificial Intelligence Bundle for the…

CallMiner Updates Real-Time Speech Analytics Platform

CallMiner Updates Real-Time Speech Analytics Platform

Case Study: Hillarys Embarks on a Digital Transformation Journey

Case Study: Hillarys Embarks on a Digital Transformation…

Genesys Debuts Forecasting and Scheduling Service

Genesys Debuts Forecasting and Scheduling Service

Swisscom Quadruples Customer Interactions in Just Six Months

Swisscom Quadruples Customer Interactions in Just Six…

EvaluAgent Releases New Team Engagement QA Features

EvaluAgent Releases New Team Engagement QA Features

Jabra Launches Engage 50 Headsets

Jabra Launches Engage 50 Headsets

Lowell Move to a Cloud Contact Centre Platform

Lowell Move to a Cloud Contact Centre Platform

Jabra Teams Up with Zoom to Offer a Fully Immersive Video Conferencing Experience

Jabra Teams Up with Zoom to Offer a Fully Immersive…

Case Study: Urban Massage Integrates With Salesforce

Case Study: Urban Massage Integrates With Salesforce

Faking Empathy Is Now a Huge Risk for UK Companies

Faking Empathy Is Now a Huge Risk for UK Companies

Case Study: Hitachi Energy Delivers Global Follow-the-Sun Support

Case Study: Hitachi Energy Delivers Global…

NICE inContact CXone Wins Innovation Award

NICE inContact CXone Wins Innovation Award

EDF Energy Moves to the Cloud

EDF Energy Moves to the Cloud

NICE Release New Technology to Improve Digital Conversations

NICE Release New Technology to Improve Digital…

Case Study: HSBC Reduces Abandon Rates by 48% With Genesys

Case Study: HSBC Reduces Abandon Rates by 48% With Genesys

Playvox Acquires Agyle Time

Playvox Acquires Agyle Time

Case Study: RFP Reducing Contact Centre Training Time by Over 90%

Case Study: RFP Reducing Contact Centre Training Time by…

Playvox WFM: Optimizing the Service Heart of Modern Business – Webinar Replay

Playvox WFM: Optimizing the Service Heart of Modern…

RingCentral Completes Connect First Acquisition

RingCentral Completes Connect First Acquisition

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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