Mary Shulzhenko Voicespin's Head of Content
Author

Mary Shulzhenko

Head of Content
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 tracking illustartion

Call Tracking

Many businesses in various industries are relying on inbound phone...
February 3, 2023
Speech analytics in call centers: what is it and why use?

Speech Analytics in Call Centers: Unlocking the Potential of Voice Data

Though digital customer support channels and AI-powered self-service tools are...
February 2, 2023
agent using call monitoring software

Call Monitoring

Call monitoring is one of the essential call center software...
January 30, 2023
What is a call queue? Why is call queueing important in call centers?

Call Queue

Along with call routing, call queuing makes it easier for...
January 26, 2023
what is call routing in call center

Call Routing

Call routing is the foundation of providing an excellent customer...
January 24, 2023
agent doing outbound calls

Outbound Call

Outbound calling is an important part of a company’s marketing...
January 23, 2023
call center agent receiving inbound calls

Inbound Call

Handling inbound calls from existing or potential customers is the...
January 20, 2023

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