According to a study by a telecom technology provider, 60 percent of consumers over 45 are just as inclined to use SMS as to make a phone call with their cell phone. Also, 80 percent of the study participants said they felt that an SMS would be responded to more quickly than either an email or a phone call.

This may be surprising to those of you who thought SMS, or “texting” as it is called in North America, is solely the province of teenagers. The call to action for contact center management, however, is the reverse of the [...]

I’m going to break rank with my marketing peers on this topic. As a B2B marketer about every other thing I read related to my profession has something to do with social media (Twitter, Facebook, LinkedIN, etc.). It seems like every marketer is chasing these new found media types in search of gold. My message is, walk cautiously. Here’s my reasoning.

Just because everyone is enamored with twitter and the like, doesn’t mean there is a business case to justify spending a lot of time and money building campaigns around it. What is the return on that investment? If you [...]