Over the past few years, first touch resolution has become a major focus for customer service of any kind. That's not by accident. The ability to resolve customer questions, issues and concerns ...

A young footballer is groomed by his coach in a new play lacking the intensity and drama of the beautiful game at its best “If your first touch is good, life is easy. If it’s bad, there’s no recovery.

One constant of football, for as long as it has been played, is the necessity to control the ball. It's a skill at which all professionals are proficient. But when the world's best do it, it just ...