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 SIP Trunking and How Does it Work?

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

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
What is ANI - automatic number identification in call a center.

Automatic Number Identification (ANI) 

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
What is automatic speech recognition (ASR) in call centers.

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: tools and features for effective management

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
What is Direct Inward Dialing (DID)?

Direct Inward Dialing (DID)

Direct Inward Dialing is a valuable telecommunications feature of a business phone system. Thanks to Direct Inward Dialing, businesses can empower their customers with a...
February 1, 2024
Guide for Financial Services Call Center.

Financial Services Call Center Software: Complete Guide

Call centers are a critical component in providing customer support, building customer relationships, and generating (and converting) new leads in many industries – and the...
February 1, 2024
How to Choose a VoIP Provider for Business

How to Choose a VoIP Provider in 2024 [Best VoIP Providers Listed]

Over the recent years, we have seen many businesses and organizations, both big and small, letting go of their outdated business phone systems and switching...
January 26, 2024
How to Manage Your Remote Call Center Agents

How to Manage Your Remote Call Center Agents Effectively

Remote work has emerged as a widespread practice in the modern workplace across many industries, with more and more people choosing to work remotely if given...
January 25, 2024

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