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
Why Your Call Center Productivity is Falling Short (How to Measure and Fix it)
Improving call center performance and agent productivity is the primary...
April 20, 2023
How to Improve a Call Flow Process in Your Contact Center
When customers call your business, how easily can they navigate...
April 14, 2023
Caller ID (Caller Identification)
Caller ID (Caller Identification) is a critical call center technology...
April 12, 2023
First Call Resolution (FCR)
The primary goal of any call center is to deliver...
April 12, 2023
How to Optimize Your Outbound Call Center to Drive More Sales
Despite the rise of digital communication channels, there will always...
April 7, 2023
Queue Callback
Queue callback is an efficient way for contact centers to...
April 3, 2023
Top 5 Things to Do on Every Sales Call to Close More Deals
Sales calls are undoubtedly an essential part of the sales...
April 3, 2023
Call Center Voicemail
Voicemail is an important feature for both inbound and outbound...
March 21, 2023
Agent Idle Time
Though call center managers are always looking for ways to...
March 20, 2023
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Improves website's visuals
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