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 Voicemail Drop and How to Leverage it in Your Calling Campaigns
Statistically, nearly 80% of all cold calls end up going to voicemail, while a typical sales representative leaves around 70 voicemails per day on average....
June 5, 2024
Outbound Call Center Script Examples for Winning Deals
Handling outbound sales calls – especially cold ones – has always been challenging for sales agents, no matter how experienced they are. Having to deal...
June 5, 2024
Call Disposition in Call Centers
Documenting the outcome of every call, whether inbound or outbound, is critical for call centers. Call disposition codes help you organize this data in a...
May 30, 2024
Automated Quality Management (AQM)
With the recent AI adoption and advancements in communication technologies, automation is now at the core of many operations and processes happening in modern call...
May 30, 2024
Inbound Sales Representative
Inbound sales representatives are key players in inbound sales, helping businesses sell their products or services and convert inbound leads into customers. By leveraging deep...
May 24, 2024
Cost per Call
Along with other critical inbound and outbound call center metrics and KPIs (Key Performance Indicators), cost per call is an essential metric that call center...
May 24, 2024
Inbound Call Center Scripts for Customer Service Teams
Despite the rise and widespread adoption of digital communication channels and AI-driven chatbots, nearly 60% of consumers would still prefer to pick up the phone...
May 22, 2024
Call Center Agent
Call center agents play a significant role in managing customer communications, maintaining customer satisfaction, and a brand’s reputation by providing customer support, technical assistance, and...
May 21, 2024
Outbound Sales Representative
In the fast-paced and highly competitive world of B2B, outbound sales remain one of the two key sales strategies many businesses rely on to drive...
May 20, 2024
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