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 Management Best Practices and Strategies
If you are in the call center industry, whatever your role is, you are perfectly aware that managing a call center is by no means...
January 12, 2024
Call Avoidance in Call Centers
Given the typically stressful nature of call center jobs and having to consistently deal with an overwhelming number of customer calls and frustrated clients can...
January 3, 2024
The Best Times to Cold Call Prospects in 2024 [+ Cold Calling Tips]
Despite all the emerging trends in sales and the way businesses reach out to potential target audiences, cold calling (when done right) remains an effective...
January 2, 2024
Call Center Automation Trends for 2024 and Beyond
Driven by the growing need for streamlined processes, improved customer experiences, and reduced operating costs, call centers and contact centers have gone through a significant...
January 2, 2024
How Midrag Improved Agent Productivity by 20% by Leveraging the VoiceSpin-Zoho CRM Integration
About Midrag Founded in 2003 and headquartered in Israel, Midrag is the country’s first and largest company for rating local service providers, including lawyers, dentists,...
December 27, 2023
A Complete Guide to Call Center Reporting and Analytics
You can’t possibly improve your call center operations, boost agent performance, and enhance your customer service quality unless you know what’s working well and what...
December 15, 2023
How AI Benefits Customer Service and How it is Used in Contact Centers
Whether you like it or not, Artificial Intelligence has already deeply penetrated and transformed many aspects of business operations – customer service is no exception....
December 8, 2023
Call Center Outsourcing in 2024
Many businesses and organizations believe that the only way to provide outstanding customer service experiences is to handle all their call center operations in-house. This...
December 6, 2023
Call Center Shrinkage
For today’s consumers, getting their calls answered in a timely manner and receiving quick support without having to spend much time on hold is one...
November 28, 2023
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