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 ...

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 ...