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 Sentiment Analysis
Customer sentiment is rapidly becoming one of the most critical...
August 30, 2023
Tackling the ‘Scam Likely’ Label in Outbound Sales Campaigns
Spam calls have dramatically decreased the trust between consumers and...
August 25, 2023
Call Calibration
Call calibration is a critical component of Quality Assurance (QA)...
August 17, 2023
Escalated Call
Escalated calls are inevitable in call centers, given the nature...
August 16, 2023
ASA (Average Speed of Answer)
Average Speed of Answer (ASA) is one of the key...
August 15, 2023
Call Center Compliance
Call center compliance regulates call center operations and the way...
August 15, 2023
CSAT (Customer Satisfaction Score)
CSAT (Customer Satisfaction Score) is one of the metrics businesses,...
August 4, 2023
VoIP Phone System
As communication technologies continue to evolve, VoIP phone systems are...
August 3, 2023
After Call Work (ACW)
After Call Work (ACW) plays a crucial role in maintaining...
August 1, 2023
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