About The Author

Mary Cook is Varolii’s Call Center Industry Practice Manager. She helps customers further define their enterprise multi channel communication strategies– and her area of expertise is within the call center. Mrs. Cook has more than 17 years of contact center experience including managing inbound and outbound global operations across a variety of industries. Starting her career within call center operations like Xerox and FTD, Mary moved into the BPO Industry working for global companies like iQor, and eventually became a call center industry consultant. Mary has helped companies across all industries develop and execute their call center strategies. Mary is widely published and is a sought after speaker for ICMI and Contact Center events. An avid social networker, you can find her on Linkedin and Twitter (CallCenterDr).