This morning Google is announcing that its Call Metrics call-tracking capability is going to be generally available to all US and Canadian AdWords advertisers. Call Metrics is not to be confused with ...

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 ...

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 ...

In this episode of eSpeaks, Jennifer Margles, Director of Product Management at BMC Software, discusses the transition from traditional job scheduling to the era of the autonomous enterprise. eSpeaks’ ...

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 ...

Find efficiencies by ensuring agents and managers are following call center best practices. It costs nothing, and the gains can be tremendous. If you have ever worked in a call center, then you know ...