3 Reasons to Prioritize Lead Management
Strong leads are the lifeblood of an outbound sales campaign. Yes, you need a smart marketing strategy and qualified and experienced agents to power the campaign, but all that may go to waste without quality leads. While you can judge lead quality based on the source, this will only tell part of the story. It’s crucial to continue to collect data on leads in real time once a campaign has commenced. In other words, you need to prioritize lead management to maximize the ROI on your leads. Before we get into the reasons why, let’s lay out some of the [...]
How Caller ID Remediation Can Boost Your Campaign
Gone are the days when everybody answered the phone every time it rang. Not only do we have traditional Caller ID, but phone carriers now also have the ability to flag calls as spam likely. For outbound calling campaigns, the possibility of getting labeled as spam likely can tank a campaign before it even starts. That’s why CallShaper partners with DNC.com to offer Caller ID remediation services. Here’s what you need to know and how it can help boost your campaign. First off, what is Caller ID remediation? It’s a form of reputation management that ensures all the calls [...]
Call Center Trends to Watch in 2026: Part Two
While technology and workforce changes are reshaping call centers, data, security, and customer expectations are just as critical in 2026. Organizations that succeed are those using insights to work proactively while maintaining trust and compliance. Here are the remaining call center trends to watch in 2026. Real-Time and Predictive Analytics Data analytics are more powerful and actionable than ever. Call centers are using real-time dashboards and predictive analytics to identify issues before they escalate, optimize campaigns, and forecast call volumes. In 2026, data-driven decision-making is central to improving efficiency, compliance, and customer satisfaction. Proactive and Personalized Customer Engagement Customers expect [...]
Call Center Trends to Watch in 2026: Part One
The contact center and customer experience (CX) sector continues its rapid evolution as we look ahead to 2026. This dynamic landscape shaped by groundbreaking advances in technology, ever-rising customer expectations, and transformative shifts in how our teams work—calls on all of us to adapt and grow. To maintain a competitive edge and build a resilient future for everyone in the industry, we must collectively embrace these emerging trends. Here are the first key trends for all of us in the contact center world to keep an eye on in 2026! Smarter AI and Assisted Automation AI is no longer [...]
FCC Delays TCPA’s ‘Revoke All’ Rule to January 31, 2027: What CallShaper Clients Need to Know
The Federal Communications Commission (FCC) has once again extended the effective date of the Telephone Consumer Protection Act (TCPA) "Revoke All" rule to January 31, 2027. This rule, if enacted, would require an opt-out for one type of call to be treated as a comprehensive opt-out for all types. The delay provides the FCC with more time to consider modifications and aims to avoid unnecessary compliance costs for businesses during the ongoing rule making process. What CallShaper Clients Must Do Now While the full "Revoke All" rule is on hold, it is crucial to remember that all other existing [...]
Lead Hygiene for Call Centers: Why Bad Data Costs More in 2026
As outbound calling becomes more regulated, more competitive, and increasingly carrier‑policed, bad data has become one of the most expensive problems in the call center industry. Bad data doesn’t just waste agent time, it damages number reputation, increases compliance risks, tanks connect rates, and destroys campaign ROI. Going into 2026, strong lead hygiene isn’t optional. It’s a competitive advantage. Here’s what every call center leader should understand. 1. Bad Data Directly Lowers Contact Rates Disconnected numbers, recycled leads, numbers with no consent history, and invalid area codes; they all signal to carriers that your calls are low‑trust. Poor lead [...]
9 Questions to Ask Before Choosing a Call Center Platform
Choosing a call center platform isn’t just about checking boxes. It’s about finding a solution that fits the way your team works today and where you’re headed tomorrow. Whether you’re running outbound campaigns, handling inbound support, or managing a hybrid team, the platform you choose will directly impact your performance, compliance, and ability to scale. Here are 9 smart questions to ask before signing that next software contract. 1. Is the platform truly cloud-based or just hosted? A true cloud-native platform gives you full flexibility, remote access, and faster deployment. Hosted legacy tools often come with clunky interfaces and [...]
Launch a Call Center Fast: Go Live in 72 Hours
Need to get a campaign up fast? Whether you’re testing a new market, onboarding a new client, or recovering from a last-minute platform issue, speed matters. But launching quickly doesn’t mean cutting corners. At CallShaper, we help clients go live in as little as 72 hours with a focus on efficiency, customized scripting, and flexible onboarding. Here’s how to do it right. Step 1: Start Small (But Smart) You don’t need 20 agents and a six-month plan to launch. With CallShaper, you can start with a single seat and scale from there. Why it matters: Perfect for proof-of-concept campaigns, [...]
Digital Call Center Integration: Why It Matters Now
Nowadays, customers want options for how they can communicate with companies. They want to be able to chat or text with customer service representatives while still having the option to speak to a real person on the phone, if they determine that this is what will be most helpful for them. However, at many companies, these different communication channels exist on separate islands. If someone starts a chat only to discover that their inquiry would be better suited to a phone conversation, they are forced to start the process over again from the beginning. That’s just the first reason [...]
Unorganized Call Center Data: The Hidden Threat to Efficiency
In the fast-paced world of customer service, call centers are the front lines, the direct point of contact between a company and its customers. Every interaction is an opportunity to build loyalty, resolve issues, and gather valuable insights. But what happens when the very foundation of these interactions – data – is a chaotic mess? Unorganized data poses a silent but significant threat, capable of crippling a call center's efficiency, customer satisfaction, and ultimately, its bottom line. The Ripple Effect of Disarray Imagine a call center agent, already under pressure to handle a steady stream of inquiries, faced with [...]
Keep Call Centers in America Act: What It Means for 2025
Call centers are the backbone of customer service for many industries, from healthcare and banking to retail and government services. Recently, a bipartisan bill was introduced in the U.S. Senate called the Keep Call Centers in America Act of 2025 (S.2495). This bill is designed to curb the offshoring of call center jobs, increase transparency for consumers, and tie federal support to companies that keep these jobs in the U.S. Let’s break down what this bill means for call centers, businesses, and consumers. Key Provisions of the Bill Definitions & Coverage Who does this apply to? Any employer operating [...]
Smart Dialing Strategies to Boost Connect Rates in 2025
How to Improve Connect Rates, Avoid “Spam Likely,” and Build Trust with Prospects Call centers today face a real challenge: even with the best data and team, you won’t hit your goals if your calls don’t connect. In 2025, advanced carrier filters, stricter regulations, and spam detection algorithms are making it harder than ever to reach real prospects. So how do you get your calls answered? The answer: smarter dialing, cleaner data, and proactive reputation management. 1. Dial Smarter, Not Harder Modern dialing success starts with restraint. Keep calls per number low: Best practice is now fewer than 150-200 [...]
Hybrid Call Center Platform: How to Choose the Right One
The future of call centers is flexible. Whether you’re managing a hybrid team or a fully remote workforce, choosing the right call center platform can make or break your efficiency, compliance, and customer satisfaction. In 2025, it’s no longer enough to have a system that just dials out or takes calls. Your platform needs to work wherever your agents are. Here’s what to look for when evaluating platforms for today’s remote reality: 1. Cloud-Based Infrastructure On-prem systems create bottlenecks when agents are off-site. A cloud-native call center platform gives your team full functionality from anywhere, without relying on VPNs [...]
Unified Call Center Platform: Inbound & Outbound in One System
Historically, inbound and outbound call centers have operated on different platforms. One optimized for service and support. The other for dialing and outreach. But in 2025, the lines are blurring — and using two systems is often overkill. Here’s why more call centers are consolidating with a unified solution: 1. Cost and Complexity Maintaining two platforms means double the vendor contracts, training time, and technical headaches. A single platform saves time and money. Bonus: Most inbound call centers eventually need outbound follow-ups. And outbound teams benefit from inbound call handling for callbacks and transfers. 2. Integrated Reporting If your [...]
Agent Efficiency Tracking: Improve Call Center Performance
Call center success doesn’t come from just making calls — it comes from understanding how your team works. Agent efficiency tracking is the key to smarter call center management. In 2025, agent efficiency is one of the most critical KPIs for outbound and blended teams. The challenge? Most platforms either overwhelm you with raw data or make you piece it all together manually. That’s where CallShaper comes in. We make it easy to track, evaluate, and improve agent efficiency in real time. What Does “Agent Efficiency” Mean? Agent efficiency is the measure of how effectively a rep uses their [...]
