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
How to Use Instant Messaging Apps for Customer Service [Best Practices]
Instant messaging is a convenient way for consumers to get quick and efficient customer support through communication channels they are already actively using in their...
June 1, 2023
How VoiceSpin Helped Quik’s Sales Agents Increase Their Workload Capacity by 250%
About Quick Quick is an online supermarket with large-scale delivery capabilities based in Tel Aviv, Israel. Established in 2018, it now operates in about 280...
May 26, 2023
How to Build an Efficient Call Center Environment to Drive Agent Performance
It takes a great deal of time and effort to cultivate and maintain a highly efficient, positive, and productive call center environment and workplace culture....
May 24, 2023
Outbound Call Center Lead Generation [Complete Guide]
Call centers aren’t only about handling inbound inquiries and resolving customer issues. When it comes to outbound call centers in particular, lead generation is one...
May 17, 2023
How to Motivate Your Contact Center Agents to Drive More Sales
Low agent motivation and engagement has always been a challenge for contact centers, considering the highly stressful nature of the job. Poor productivity, low retention...
April 28, 2023
Why Your Call Center Productivity is Falling Short (How to Measure and Fix it)
Improving call center performance and agent productivity is the primary goal for anyone running a call center. It eventually comes down to having the right...
April 20, 2023
How to Improve a Call Flow Process in Your Contact Center
When customers call your business, how easily can they navigate through your IVR system? How long do they have to wait in a call queue...
April 14, 2023
Caller ID (Caller Identification)
Caller ID (Caller Identification) is a critical call center technology for both inbound and outbound call centers. In inbound call centers, caller ID is fundamental...
April 12, 2023
First Call Resolution (FCR)
The primary goal of any call center is to deliver a consistently high level of customer service and satisfy customers’ expectations while optimizing customer support...
April 12, 2023
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