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, ...

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 ...

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 ...

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 ...

The federal watchdog overseeing tax administration is pressing the Internal Revenue Service to broaden how it reports phone service performance, warning that current measures do not give a full ...