When someone says "spam," my mind immediately goes to one of two things: The dreaded "Spam Likely" label on a business phone call. That mysterious canned meat that somehow became a staple in my own kitchen. I have spent years in the contact center industry helping businesses and for the last year plus, helping fight spam. I understand caller reputation, analytics providers, carrier registrations, branded calling, and why consumers don't answer unknown numbers. The canned Spa

By: Ryan Shatzkamer There are few phrases in outbound calling that create more panic than this one: “Our numbers are burned.” Or its cousin: “The carrier blocked all of our DIDs.” Or the really dramatic version: “We need to replace everything immediately.” And look, I get it... When contact rates fall off a cliff, when agents are sitting around waiting for connects, when leadership is asking what happened to production, when someone sees a chart that says “block rate” and tha

By: Sandy Tafur and Tina Tafur Outbound contact centers have traditionally relied on ANI rotators, cycling, resting, and swapping strategies to improve answer rates and avoid spam labels. The idea was simple: spread call volume across multiple phone numbers to reduce overutilization and improve the likelihood of reaching customers. At one time, it seemed to work, even with diminishing returns... Today's outbound calling environment is WILDLY different. Carriers, analytics pro

The conversation around contact centers often gets framed as a debate: AI agents or human agents? But that framing misses the larger opportunity; the most effective strategy isn't replacement, it's a combination. By using data-driven insights to blend human strengths with technology, you can make both stronger together and put the consumer experience at the forefront. Outbound Empathy vs. Inbound Availability As a general rule, humans still excel at outbound interactions. The

A small internal video we made to dissect this extremely common problem in consumer outreach, and some possible ways to think about it...

Job Title: Five9 Outbound Consultant Location: Remote Working hours: EST 9:00 - 18:30 Monday to Friday Employment Type: Contract About ALPerformance ALPerformance is a specialist Five9 consultancy built by ex-operators, not theorists. We optimize outbound strategy, maximise connect rates, and run high-performance contact centers across the UK and US. Agile, fast paced, high performing. We deliver consistent, proactive, and transparent service. We anticipate needs, solve

Five9 Outbound Engineer Location: Remote or On Site Department: Call Center Operations / IT Employment Type: Full-Time About the Role...

Top 10 Tips Producing World Class IVR Recordings with ElevenLabs

In today’s fast-paced, hyper-connected world, no business thrives in isolation. Growth, innovation, and customer success increasingly...

Last weekend, I had the pleasure of sitting down with the SVP of CompliancePoint Litigation Services for an intriguing interview on the...

Bruce Lee said, “Be like water.” The best outreach operations are like water – fluid, adaptive and precise. Successful outreach isn’t...

Too passive is a real thing. Too aggressive is a real thing. At outboundIQ we call it the “Goldilocks Config” - not too hot, not too cold…just right, is where we like it… :-)

Coming soon with ios26 - Apple's enhanced, AI Call Screening will certainly have an impact on high volume calling with Answering Machine...

I am "The Queen of Dead Air" for a reason. It's not the most glorious title, but you name it, I've seen it. I've troubleshot some of...

Our industry is ever evolving...you need to be doing the same... ❤️🙏

One of the most overlooked aspects of running outbound campaigns with Answering Machine Detection (AMD) enabled, is training your agents...

Below we will outline a lead flow process that we are currently recommending for first party lead generators...

Number swapping - the act of throwing away and deprovisioning "bad phone numbers" and provisioning new replacement phone numbers...

At outboundANI, we believe that the tuning of Answering Machine Detection is a fundamental tradeoff between...

In the world of outbound calling, there are fundamentally two main approaches to designing a dial cadence, or outreach strategy...