Donna Fluss

The Formula for Success: Improved Quality = Lower Costs and Higher Revenue

On August 27th, the Associated Press put out a short story about Sprint cutting 800 customer service jobs. Contact center job reductions are not...

Regulatory Requirements Wakes Up the Outbound Market

The outbound market is doing better in 2013 than it has since the United States Federal Trade Commission (FTC) introduced the Do Not Call...

Net Promoter Score “Itis”

Surveying has gotten out of hand. Anytime people fly, stay at a hotel, shop, bank, call customer service, use a website, visit a hospital,...

Transforming Your Contact Center Into an Essential Corporate Contributor

It's no longer enough to deliver an outstanding customer experience, something too few organizations do anyway. Contact centers that want to be relevant in...

Planning is the Best Way to Minimize Disaster Impacts

As hurricane Sandy bears down on the East Coast, it reminds me of the importance of disaster recovery (DR) and business continuity (BC) planning,...

Mobility is Making Customer Service Smart

Some aspects of customer service are never going to change – anyone asking for assistance expects to be helped by someone who is knowledgeable,...

Contact Center Shopping List for 2012

Despite economic challenges, work must go on for customer service departments and contact centers. These organizations need to plan investments to improve their performance...

Using Social Media for Customer Service – Best Practices for Doing it Right

There are so many misconceptions in the market about using social media for customer service, many of which are due to the newness and...

Is CRM Dead?

I'm not sure if I should admit this, but I was one of the early thought leaders in the area of customer relationship management...

The “New” Chief Customer Officer

"What is the Chief Customer Officer (CCO) in charge of?" If your CCO can answer this question, he/she may have a fighting chance of...

Great Service is Driven by Corporate Culture

I recently had the pleasure of spending a few days in the contact center of a direct retailer. DMG was hired to help the...

The Rise of Proactive Customer Care

Proactive customer care (PCC) is an exciting concept that, when done properly, delivers benefits to both enterprises and their customers. Customers want to hear...

Contact Center Goals for 2011

2011 is shaping up to be a great year for service organizations. Enterprises and contact centers are aligned on the top goal for the...

Making Speech Analytics Findings Actionable

The speech analytics technology sector continues to grow rapidly. Despite the recession, the number of seats grew by 48% between 2008 and 2009, and...

Voice of the Customer in a Multi-Channel World

During the last year, barriers have been falling between the contact center and other business units within the enterprise. Organizations are beginning to realize...

Who Should Own the Contact Center: The Business or IT?

The question of contact center "ownership" comes up every couple of years, often when Chief Information Officers (CIOs) are given increased authority and greater...

Recovering from Failed CRM Projects

Fair or not, Siebel is often considered the "poster child" for failed customer relationship management (CRM) system implementations. I've heard dozens of "war stories"...

Innovation, Analytics, SaaS and Pricing Enhance WFO Landscape, Giving End Users Better Options and...

2009 was a surprisingly good year for the WFO market. The quality management/liability recording (WFO) market continued to deliver compelling solutions and results, despite...

Voice Self-Service is Essential for Achieving Top 2010 Enterprise and Contact Center Goals

A Q3 2009 survey asked 107 enterprise, contact center and IT executives and decision-makers from around the globe to identify their top goals and...

Thriving in 2010: Top 5 Priorities for Contact Center Managers

Congratulations. You've survived 2009, the most challenging year for business since the Great Depression. DMG expects 2010 to be a better year, and the...

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