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
Contact Center Software Requirements Checklist to Help You Choose the Right Solution
Contact centers are at the core of forward-thinking businesses, helping them serve, win, and retain customers in both B2B and B2C sectors. The right contact...
April 17, 2024
B2B Cold Calling Guide with Tips, Script Examples, and Expert Insights
Though some consider cold calling an outdated marketing tactic, many companies – from startups to Fortune 500s – still rely on cold calling to generate...
April 9, 2024
Contact Center Workforce Management: Key Components, Benefits, and Best Practices
Managing your contact center workforce effectively is essential to ensuring your contact center is efficient and cost-effective while both customers and agents are satisfied. That’s...
March 5, 2024
Call Center Training Guide for Building Exceptional Call Center Teams
Despite the undeniable importance of using top-notch call center software technology, the overall efficiency of your call center largely depends on how well-trained, skilled, and...
February 27, 2024
What is SIP Trunking and How Does it Work?
As more businesses and organizations seek to reduce communication costs, SIP trunking is increasingly gaining more popularity. SIP trunking enables businesses to upgrade their existing...
February 22, 2024
Call Center Technology: Key Features and Future Trends
Beyond enabling agents to simply make and receive phone calls, call center technologies have become much more advanced thanks to the emerging advancements in AI...
February 19, 2024
Automatic Number Identification (ANI)Â
In inbound call centers, the more information agents have about callers, the better customer service they can provide to them, ensuring high levels of customer...
February 15, 2024
Automatic Speech Recognition (ASR) in Call Centers [Complete Guide]
Automatic Speech Recognition is a valuable technology that is currently being actively implemented and used in call centers and contact centers for a variety of...
February 7, 2024
Contact Center Workflow: Key Features and Tools for Efficient Workflow Management
Study after study shows that today’s consumers have become much more demanding and impatient when it comes to interacting with brands they are dealing with...
February 2, 2024
Looking for a better call center solution? Leverage AI Auto Dialer and Speech Analyzer. Powerful integrations at no extra cost.
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