Donna Fluss
Donna Fluss
Donna Fluss is founder and president of DMG Consulting LLC, a firm specializing in customer-focused business strategy, operations and technology consulting. DMG helps companies build world-class contact centers and vendors develop and deliver high-value solutions to market. Fluss is a recognized authority and thought leader on customer experience, contact center, workforce optimization, speech technology and real-time analytics. She is the author of The Real-Time Contact Center and many leading industry reports.
What to Expect in 2010 [Contact Center]
When we consider the concept of innovation, we generally think about technology – new and beneficial systems or applications that are introduced into an...
Is Unified Communications the Next “Disruptive” Customer Service Technology?
Every once in a while a technology or application emerges that has the potential to “disrupt” the status quo. The Internet is a wonderfully...
Voice Self-Service to the Rescue
The interactive voice response (IVR) market has come back to life, driven by the need to automate inquiries that do not require the assistance...
Seven Trends Driving Contact Center Innovation
With so much attention being focused on the recession, we risk losing sight of important enterprise goals and what can be achieved even in...
Customer Retention is a Priority for Mobile Phone Providers
A fundamental truth in the business world is that competitors are always looking to steal your customers, and many customers are on the lookout...
Speech Analytics Helps Companies Find Meaning in Customer Conversations
A global Internet service provider had a major customer retention problem. The company had spent years looking for a process or system to reduce...
The QM/Recording Market Looks Bright
The QM/recording market is poised to have its best year ever in 2006, as vendors are putting a substantial portion of revenue toward research...
North American Contact Center Outsourcers Wake Up
A great deal of contact center outsourcing business has moved abroad during the last few years, and more is expected to follow. The offshore...
Don’t Let Marketing Own the Contact Center
Every so often, "ownership" of the contact center comes up for debate. It happened about 10 years ago, when the web first became hot...
Hosted Contact Center Solutions Are Ready for Prime Time
The hosted contact center or contact center on demand (CCOD) market has risen from relative obscurity to front page news in the past couple...
The Next Frontier in Contact Centers? Reining in “Unstructured” Data
Contact centers waste 90 percent to 98 percent of actionable customer insights because they lack the process, technology and applications to capture, analyze and...