Here is a pair of numbers worth sitting with. Around 88% of contact centers now have some form of AI in place. Only about 25% have it running in daily operations. Almost everyone has bought it. Three quarters are not really using it.That gap is usually explained as a...
The FCC’s robocall strategy has quietly changed shape. Instead of chasing the people placing bad calls, it is putting pressure on the providers who carry them, and asking those providers to look at whoever handed them the traffic in the first place. If you run...
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...
