Mary Shulzhenko Voicespin's Head of Content
Author

Mary Shulzhenko

Head of Content
With a master’s degree in English and over fifteen years of experience in IT and SaaS companies, Mary has a proven track record of creating original and engaging content on customer service technologies, customer experience, employee engagement, sales, and a variety of other business topics. As part of VoiceSpin’s team, she is now passionate about writing on contact center technologies and strategies that drive results.
Posts by Mary
A global map with multilingual call center agents connected to various countries, each speaking different languages.

Multilingual Call Center: Everything You Need to Know

With the emerging globalization, more and more businesses, both big and small, are now operating in multiple countries across the globe. But no matter how...
June 11, 2024
Call center App

Call Center App

Today’s call center software solutions aren’t merely traditional software systems installed on desktop computers/ laptops or accessed through a web browser. Many popular call center...
June 7, 2024
What is Voicemail Drop and How to Leverage it in Your Calling Campaigns

What is Voicemail Drop and How to Leverage it in Your Calling Campaigns

Statistically, nearly 80% of all cold calls end up going to voicemail, while a typical sales representative leaves around 70 voicemails per day on average....
June 5, 2024
Outbound Call Center Script Examples for Winning Deals

Outbound Call Center Script Examples for Winning Deals

Handling outbound sales calls – especially cold ones – has always been challenging for sales agents, no matter how experienced they are. Having to deal...
June 5, 2024
What is call disposition?

Call Disposition in Call Centers

Documenting the outcome of every call, whether inbound or outbound, is critical for call centers. Call disposition codes help you organize this data in a...
May 30, 2024
Automated Quality Management in Contact Centers

Automated Quality Management (AQM)

With the recent AI adoption and advancements in communication technologies, automation is now at the core of many operations and processes happening in modern call...
May 30, 2024
Inbound sales representative.

Inbound Sales Representative

Inbound sales representatives are key players in inbound sales, helping businesses sell their products or services and convert inbound leads into customers. By leveraging deep...
May 24, 2024
Cost per Call in Call Centers: How to Calculate and Reduce it.

Cost per Call

Along with other critical inbound and outbound call center metrics and KPIs (Key Performance Indicators), cost per call is an essential metric that call center...
May 24, 2024
Inbound Call Center Scripts: Examples for Different Scenarios

Inbound Call Center Scripts for Customer Service Teams

Despite the rise and widespread adoption of digital communication channels and AI-driven chatbots, nearly 60% of consumers would still prefer to pick up the phone...
May 22, 2024

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