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What Is a Call Center? Definition, Types, and How They Work in 2025

Customer loyalty now lives or dies in the seconds between a ping and a reply. A 2024 Gartner survey shows 77 percent of buyers drop a brand after just two poor service moments.[1] That pressure is why the humble call center has morphed into a $340 billion experience engine racing toward $500 billion by 2027.[2] Imagine a Bengaluru […]

Inbound vs Outbound Call Center: Which is the Best for Your Business?

In an age where business communication is dominated by chatbots, you might assume that customers rarely pick up the phone to contact businesses. But the reality is quite the opposite. Calling remains one of the most common ways people seek support. This trend holds true even for the popularly text-preferring millennials and Gen Z. According […]

What Is an Outbound Call Center? [Complete Guide 2025]

In high-pressure sales and customer service, every missed call can mean a missed opportunity. Many businesses still rely on outdated system manual dialing, disjointed CRMs, and a lack of automation. As a result, agents spend more time toggling between tools than actually talking to customers. Without real-time tracking, performance data, or dynamic scripting, agents […]

Improving Productivity with AI Agent Automation

With its recent advancement, it is safe to say that AI is building the world. Technologies like Agentic AI no longer just give recommendations; they take action. According to a recent study, agentic AI is expected to be built into 34.6% of enterprise software by 2028. This is a huge leap from under 1% adoption […]

Klarna’s AI U-Turn: Key Learnings About Reliable AI Adoption in CS

Klarna emerged as a trailblazer in the AI-driven customer service market in 2024. This Swedish fintech company introduced an AI assistant which was developed in collaboration with OpenAI. It managed two-thirds of customer service chats within its first month, effectively performing the work of 700 full-time agents. This move led to a significant reduction in […]

Client Communications: 5 Ways To Elevate Your Business

Delivering projects on time while completing all requirements is easier said than done. Unknowingly, your communication with clients may suffer due to a project’s complex nature or a dynamic team working together. To avoid a situation like this, you can follow certain practices for seamless and conflict-free interactions. Here are a few actionable tips that […]

Is Microsoft Teams the Same Thing as Skype? What Should Businesses Do?

Microsoft has officially announced that Skype will shut down on May 5, 2025, marking the end of an era for one of the world’s most recognizable communication platforms. The move is part of Microsoft’s broader strategy to focus on Microsoft Teams. They believe that Teams offers more advanced collaboration and meeting features compared to Skype’s […]

What is Contact Center as a Service (CCaaS): Definition, Features, & Set Up

Ever since the traditional contact center services have shifted to cloud, customer communication hasn’t been the same. The new and improvised version aka. Contact Center as a Service (CCaaS) has taken the world by storm, with their market share expected to reach $24.45 billion by 2032. Also known as Contact Center SaaS, it is one […]

How does Real-time Data Enhance Strategic Planning?

When it comes to strategic planning, most businesses rely on periodic reports, quarterly reviews, and historic patterns. But with the advent of social media and instant communication platforms, the game has changed. Modern customer expectations are now driven by instant gratification. 41% of your customers prefer speedy, personalized responses through live chat over other communication […]