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
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
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
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 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Over the recent years, we have seen many businesses and organizations, both big and small, letting go of their outdated business phone systems and switching...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 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
Inbound Call Center Metrics and KPIs You Should Track and How to Improve Them
Efficient inbound call center management relies on data-driven decision-making. That’s why measuring critical inbound call center metrics and KPIs – regularly and consistently – is...
January 24, 2024
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