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
What is Screen Pop and How Does it Work?
Screen pop is a valuable call-handling feature of contact center software solutions that displays critical customer information on the agent’s screen, providing call center agents...
September 26, 2023
What is Call Whisper?
Call whispering is a valuable feature for call center managers and supervisors that is often offered by call center software providers. Since today’s consumers have...
September 15, 2023
Hosted Contact Center
Unlike on-premises solutions, hosted contact centers provide businesses and organizations with a more flexible and cost-efficient way to manage their customer communications. By leveraging hosted...
September 12, 2023
SMS Marketing for Real Estate: Best Practices
In a highly competitive industry like real estate, where timing and a business’s ability to reach potential clients at the right moment with the right...
September 6, 2023
Call Coaching
Regularly and consistently coaching call center agents is crucial to cultivating and maintaining an efficient team of customer service professionals. When the agents are highly...
September 6, 2023
Call Audit
Conducting regular call audits is a critical part of the call center Quality Assurance and overall call center audit process. That allows managers and supervisors...
September 1, 2023
Call Center Sentiment Analysis
Customer sentiment is rapidly becoming one of the most critical metrics to measure in call centers and contact centers. Understanding customer sentiment is crucial to...
August 30, 2023
Tackling the ‘Scam Likely’ Label in Outbound Sales Campaigns
Spam calls have dramatically decreased the trust between consumers and businesses that rely on outbound calling campaigns to promote and sell their products and services....
August 25, 2023
Call Calibration
Call calibration is a critical component of Quality Assurance (QA) in a contact center, helping managers get valuable insights into how agents are interacting with...
August 17, 2023
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