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
Agent Idle Time
Though call center managers are always looking for ways to maximize the efficiency and productivity of the agents, idle time – when agents are not...
March 20, 2023
A Complete Guide to Omnichannel Contact Center
It’s no secret that today’s consumers want to interact with brands they are dealing with through their preferred channels and expect a seamless customer experience...
March 15, 2023
Top 10 Outbound Call Center Metrics Your Call Center Should Measure
When running an outbound call center, consistently improving the performance of your outbound calling efforts is the key to ensuring your call center’s success. However,...
March 3, 2023
Auto Dialer vs. Predictive Dialer: Which one is Right for Your Business?
When it comes to running outbound calling campaigns, automation can make all the difference. By automating and optimizing the process of dialing numbers, call center...
February 27, 2023
Hosted Dialer
What is a Hosted Dialer? A hosted dialer, also known as a cloud-hosted dialer or a cloud-based auto dialer, is a call center solution that...
February 26, 2023
Predictive Dialer
What is a Predictive Dialer? A predictive dialer is a type of auto dialer designed to automate the dialing process and increase the efficiency of...
February 23, 2023
Call Answer Rate: Everything You Need to Know
What is Call Answer Rate? Call Answer Rate (CAR) is a call center metric that shows the percentage of answered calls in relation to the...
February 21, 2023
Local Presence Dialing
A low call answer rate is a common challenge for outbound call centers. While that may occur due to several factors – lack of local...
February 17, 2023
Maximizing the Power of WebRTC in Cloud Contact Centers
WebRTC has been around for over a decade now, and it has already been widely adopted by the majority of modern cloud contact center solutions....
February 16, 2023
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