Mary Shulzhenko author avatar

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
What is First Response Time (FRT)?

What is First Response Time (FRT)?

When customers reach out to businesses with inquiries or support requests, they naturally expect a quick response time from customer service agents, ideally instantly. According...
September 29, 2023
What is a BPO call center?

What is a BPO Call Center?

BPO (business process outsourcing) call centers and contact centers have become a popular solution for businesses and organizations looking to manage their customer support or...
September 27, 2023
What is Screen Pop in Contact Centers?

What is Screen Pop and How Does it Work?

Screen pop is a valuable call-handling feature of contact center software solutions that displays critical customer information on the agent’s screen, providing call center agents...
September 26, 2023
How to start a call center business

How to Start a Call Center Business in 2023

Despite the recent rapid rise of digital communication channels and an increased demand for self-service support, phone still continues to dominate as the most preferred...
September 26, 2023
What is Call Whispering

What is Call Whisper?

Call whispering is a valuable feature for call center managers and supervisors that is often offered by call center software providers. Since today’s consumers have...
September 15, 2023
What is Hosted Contact Center

Hosted Contact Center

Unlike on-premises solutions, hosted contact centers provide businesses and organizations with a more flexible and cost-efficient way to manage their customer communications. By leveraging hosted...
September 12, 2023
SMS Marketing for Real Estate: Best Practices

SMS Marketing for Real Estate: Best Practices

In a highly competitive industry like real estate, where timing and a business’s ability to reach potential clients at the right moment with the right...
September 6, 2023
contact center manager coaching agents

Call Coaching

Regularly and consistently coaching call center agents is crucial to cultivating and maintaining an efficient team of customer service professionals. When the agents are highly...
September 6, 2023
Call Center Call Audit

Call Audit

Conducting regular call audits is a critical part of the call center Quality Assurance and overall call center audit process. That allows managers and supervisors...
September 1, 2023

Looking for a better call center solution?
Leverage AI Auto Dialer and Speech Analyzer. Powerful integrations at no extra cost.

circle ornament
square design element