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 Quality Assurance Best Practices
Managing a call center is by no means an easy...
July 27, 2023
What is Schedule Adherence in Call Centers?
Call centers use a variety of metrics and KPIs (Key...
July 7, 2023
What is IVR (Interactive Voice Response)?
IVR, or an Interactive Voice Response system, is an essential...
July 6, 2023
How VoiceSpin Helped Quality Increase Sales by up to 125%
About Quality Quality is an insurance agency and subsidiary of...
June 26, 2023
Call Center Agent Utilization
Along with other critical call center metrics and Key Performance...
June 23, 2023
10 Proven Ways to Reduce Your Call Center Costs
In today’s customer-focused business landscape, where call centers aren’t viewed...
June 21, 2023
Computer Telephony Integration (CTI)
CTI, or Computer Telephony Integration, enables a range of features...
June 15, 2023
SMS vs. WhatsApp: What’s the Best Fit for Your Business Communication?
Did you know that (according to Statista’s 2023 data) there...
June 8, 2023
How to Use Instant Messaging Apps for Customer Service [Best Practices]
Instant messaging is a convenient way for consumers to get...
June 1, 2023
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Improves website's visuals
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Allows using the site with your screen-reader
This mode configures the website to be compatible with screen-readers such as JAWS, NVDA, VoiceOver, and TalkBack. A screen-reader is software for blind users that is installed on a computer and smartphone, and websites must be compatible with it.
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