Call/Contact Centers

Hotel and Cruise Industries Lose Significant Volume of Customers Due to Poor Call Handling
July 24, 2018 at 12:18 pm

Marchex today released a series of reports that measure the call-handling performance of hotel and cruise brands. By analyzing 5.8 million calls to 13 hotel brands and 84,000 calls to four cruise lines, the Marchex Institute identified key call handling challenges the industries are facing, resulting in lost sales opportunities and negative customer experiences.

AI, Voice Search Making Text Obsolete?
August 18, 2017 at 8:00 am

Google Home now allows free calls and the announcement is making Target Marketing Editor-in-Chief Thorin McGee’s fortune-telling turban

4 Basic Rules to Increase the Bottom Line with Marketing Automation
June 13, 2017 at 2:40 pm

We just marked the first NFL Sunday, but a former player was on many marketers’ minds. Nike’s #JustDoIt campaign put the leader of the player protests, former quarterback Colin Kaepernick, on every social media feed this week — because by having him be a face of the campaign, the shoe giant backed the protests. As […]