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 Avoidance in Call Centers
Given the typically stressful nature of call center jobs and...
January 3, 2024
How Midrag Improved Agent Productivity by 20% by Leveraging the VoiceSpin-Zoho CRM Integration
About Midrag Founded in 2003 and headquartered in Israel, Midrag...
December 27, 2023
A Complete Guide to Call Center Reporting and Analytics
You can’t possibly improve your call center operations, boost agent...
December 15, 2023
Call Center Shrinkage
For today’s consumers, getting their calls answered in a timely...
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...
November 24, 2023
DNIS – Dialed Number Identification Service
DNIS (Dialed Number Identification Service) plays a crucial role in...
November 17, 2023
How to Choose the Right Customer Service Channels for Your Business
Numerous studies and industry reports have proved the importance of...
November 16, 2023
Call Center Sales Tips and Techniques
For most consumers, call centers are primarily associated with service...
November 16, 2023
Call Center Acronyms & Abbreviations
The call center industry is full of specific terms hidden...
November 7, 2023
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