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
Multichannel Contact Center
The increased adoption of digital communication channels, such as live chat, social media, and Instant Messaging apps like WhatsApp, and changing consumer preferences have caused...
November 1, 2023
CPaaS (Communications Platform as a Service)
Communications Platform as a Service (CPaaS) offers easy integration of communication services like voice, video, and messaging into your existing business applications through APIs. The...
October 23, 2023
Phone Number Masking
Phone number masking is an essential VoIP feature that is leveraged by businesses to protect the privacy of personal contact information of both customers and...
October 23, 2023
Automatic Call Distribution (ACD)
Efficient management of incoming calls is key to providing quick issue resolutions, balancing agent workloads, and maintaining high levels of customer satisfaction in inbound call...
October 19, 2023
Contact Center as a Service (CCaaS): [Comprehensive Guide]
Due to increased flexibility, scalability, and cost-efficiency, cloud-based contact center solutions are becoming increasingly popular among businesses and organizations across various industries. As an alternative...
October 18, 2023
What is an Automated Phone Calling System?
Automated phone systems that allow placing automated phone calls and delivering pre-recorded voice messages or text messages to large groups of prospects or customers have...
October 18, 2023
Complete Guide to Call Center Equipment
Despite the growing adoption of digital communication channels and the shifting communication preferences, the phone remains one of the most preferred channels to connect with...
October 18, 2023
What is First Response Time (FRT)?
When customers reach out to businesses with inquiries or support requests, they naturally expect a quick response time from customer service agents, ideally instantly. According...
September 29, 2023
What is a BPO Call Center?
BPO (business process outsourcing) call centers and contact centers have become a popular solution for businesses and organizations looking to manage their customer support or...
September 27, 2023
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