Gartner’s projection made headlines across the industry this month: conversational AI will trim contact center labor costs by $80 billion during 2026. Impressive number. The same research carries a detail most coverage skipped, and it changes what the figure...
The cheapest customer to keep is the one you call first. Results shared at Customer Contact Week 2026 showed that new home internet customers who received a proactive welcome call were less than half as likely to cancel within 30 days. That single stat should change...
A predictive dialer places calls ahead of your agents becoming free. It watches how fast agents wrap up, predicts the next open seat, and dials several numbers at once so a live person is usually waiting when an agent hangs up. In 2026 that pacing runs in the cloud,...
The FCC’s 2026 Further Notice of Proposed Rulemaking (FNPRM) asks whether the long-standing 3% abandoned-call cap and the 15-second minimum ring time still make sense for modern outbound calling. Nothing is final yet, but if you run outbound campaigns, the...
Inbound telemarketing services let interested customers reach your business by phone — and turn those incoming calls into sales, support, and loyalty. This guide explains what they are, the main service types, how the process works, and how to run an inbound operation...
Quick answer: In 2026 the FCC proposed new rules aimed at offshore call centers, with reply comments due June 22. The plan would cap how much call volume can run offshore, require a beginning-of-call disclosure of where the agent is based, give consumers the right to...
