While a self-service checkout and customer service process can be a competitive advantage for many businesses, they can also be...

Many people are calling 2011 the Year of the Mobile Revolution. But would Nostradamus agree? Perhaps jumping to such a conclusion is...

One of the more daunting challenges that is tethered to expansion is maintaining your infrastructure and performance as you grow. When you're scaling a...

Does your company have analytical measurements dedicated solely to monitoring first contact resolution? If not, it should. First contact resolution...

When a company looks to measure content marketing with insular metrics, they often miss the bigger picture. You can measure...

A content marketing strategy should always be considerate of its designated application. There isn't a blanket approach to content that...

Companies that lack a detailed image of their customers are missing an opportunity to improve their competitive positioning. Many companies,...

Young companies looking to facilitate early stage buying processes should be relying on certain types of content more than others....

First contact resolution aims to monitor the rate at which a company resolves customer inquiries during the first point of...

When your content marketing strategy and your social media campaign are disjointed, you're putting forth a less-than-attractive image of your...