Sixty-five percent of customers find it more convenient to contact businesses by phone, as compared to only 24% who prefer to fill out a web form. That is why digital marketers must combine data for ...

Quiq reports 12 best practices for call centers to enhance customer service, emphasizing empathy, efficiency, agent training, ...

What if AdWords and Google Voice had a love child? That child would probably be named “AdWords Call Metrics,” which is what Google is introducing today. Google is combining the functionality behind ...

Call tracking pre-dates the internet. At times it has been the subject of intense debate about its use in online (local) marketing (see Related Entries below). However in Q4 last year Google launched ...

Managers who over-focus on particular call center metrics are missing the full picture — and probably driving their employees to quit. Most modern software is going to report the typical call center ...

The contact center is central to digital transformation, but to determine its effectiveness, business leaders must measure several key performance indicators (KPIs). However, one of the problems is ...

Did you know that the majority of your calls come from your website? For marketers selling a service or an expensive product, this statement is very accurate and proves that you can’t afford to leave ...