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
How Midrag Improved Agent Productivity by 20% by Leveraging the VoiceSpin-Zoho CRM Integration
About Midrag Founded in 2003 and headquartered in Israel, Midrag is the country’s first and largest company for rating local service providers, including lawyers, dentists,...
December 27, 2023
A Complete Guide to Call Center Reporting and Analytics
You can’t possibly improve your call center operations, boost agent performance, and enhance your customer service quality unless you know what’s working well and what...
December 15, 2023
Call Center Outsourcing in 2024
Many businesses and organizations believe that the only way to provide outstanding customer service experiences is to handle all their call center operations in-house. This...
December 6, 2023
Call Center Shrinkage
For today’s consumers, getting their calls answered in a timely manner and receiving quick support without having to spend much time on hold is one...
November 28, 2023
What Data to Collect in a Call Center and How to Analyze it?
From improving customer experiences and the efficiency of your call center operations to monitoring agent performance and identifying agent coaching needs – consistently collecting and...
November 24, 2023
DNIS – Dialed Number Identification Service
DNIS (Dialed Number Identification Service) plays a crucial role in the contact center environment, enabling call centers to develop an efficient call routing strategy based...
November 17, 2023
How to Choose the Right Customer Service Channels for Your Business
Numerous studies and industry reports have proved the importance of delivering outstanding customer service experience and its impact on your bottom line. No business leader...
November 16, 2023
Call Center Sales Tips and Techniques
For most consumers, call centers are primarily associated with service and support, with customer service agents resolving requests, troubleshooting tech issues, handling complaints, or simply...
November 16, 2023
Call Center Acronyms & Abbreviations
The call center industry is full of specific terms hidden behind numerous acronyms and abbreviations. While some of them might be rather obvious, others might...
November 7, 2023
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