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 local presence dialing? how it works and why use it?

Local Presence Dialing

A low call answer rate is a common challenge for outbound call centers. While that may occur due to several factors – lack of local...
February 17, 2023
Maximizing the power of webrtc in cloud contact center

Maximizing the Power of WebRTC in Cloud Contact Centers

WebRTC has been around for over a decade now, and it has already been widely adopted by the majority of modern cloud contact center solutions....
February 16, 2023
call center agent using auto dialer software at work

Auto Dialer

Auto dialers are essential tools used in outbound call centers, primarily by sales and customer service teams. Without having to manually dial the phone numbers...
February 15, 2023
How to reduce average handle time (AHT) in a call center

How to Reduce Average Handle Time (AHT) in Your Call Center and Improve Efficiency

Today’s consumers increasingly demand high levels of customer service and support delivered to them and want their issues resolved quickly and efficiently. To ensure that,...
February 12, 2023
Term: WebRTC


As contact center technologies are rapidly evolving, driven by technology innovations, WebRTC has become increasingly popular in the contact center industry. WebRTC enables voice, chat,...
February 10, 2023
call tracking illustartion

Call Tracking

Many businesses in various industries are relying on inbound phone calls to capture leads and acquire new customers. Without being able to automatically tie these...
February 3, 2023
Speech analytics in call centers: what is it and why use?

Speech Analytics in Call Centers: Unlocking the Potential of Voice Data

Though digital customer support channels and AI-powered self-service tools are becoming increasingly popular among consumers, voice communications remain vital. Research finds that over 50% of...
February 2, 2023
agent using call monitoring software

Call Monitoring

Call monitoring is one of the essential call center software features that help ensure call centers provide the highest level of experience for their existing...
January 30, 2023
What is a call queue? Why is call queueing important in call centers?

Call Queue

Along with call routing, call queuing makes it easier for call centers to manage high inbound call volumes by reducing wait times for callers and...
January 26, 2023

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