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 ...

AdWords Call Metrics routes calls from the VoIP tracking number to a designated business number. Google captures time of the call, call duration and (soon) area code. However marketers will only get ...

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 ...

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 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 ...