Insights from the answering service frontline
Industry trends, AI updates, legislative news, and operational tips — delivered monthly.
Past issues
Browse the full library of monthly newsletters.
April 2026
Record winter weather, AI primer (bot vs. chatbot vs. AI agent), and a legislative update on the Keep Call Centers in America Act.
- Emergency coverage during extreme weather events
- Bot vs. chatbot vs. AI agent — clear definitions
- H.R. 4954 / S. 2495 protecting small answering services
January 2026
Meaningful client feedback, capturing every call, and the real cost of missed business opportunities.
- Web portal tools, reports, and CRM integrations
- Direct dispatching and rollover services
- Missed calls = lost revenue, often hundreds or thousands
December 2025
Year-end reflection, Santa's hotline tradition, CNAM registration, and new API integration.
- Schedule open calendar days for flexibility
- Santa's hotline: 1-866-409-1635
- Register your business name with the CNAM Database
November 2025
Robocalls hit a six-year high, plus underutilized service features that streamline operations.
- Robocalls up 20% to 420M monthly in the U.S.
- Average scam victim loses over $3,500
- Automated calling for confirmations, surveys, alerts
September 2025
How an HVAC client reached 100% phone coverage at less than 20% of receptionist cost.
- 100% phone coverage with consistent agents
- Decision-tree routing for emergency vs. routine calls
- Multiple message forms per department
August 2025
Disaster communication support, AI integration, operational warnings, and cybersecurity.
- Communication hub during natural disasters
- AI capabilities being added with human-first focus
- Avoid late-day account changes
July 2025
Independence Day reflections, agent recognition, summer operational planning, and customer experience.
- Request for customer testimonials to recognize agents
- Strategic agent locations to weather summer disruptions
- 32% of consumers leave after one bad experience
June 2025
Maximize value (not just minimize cost), Zapier integration, and a Trees R Us case study.
- Schedule periodic account reviews
- Zapier integration for CRM and ticketing
- Trees R Us case study on customized handling
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