Donna Fluss, President, DMG Consulting LLC

Donna Fluss is the founder and President of DMG Consulting LLC, the leading provider of contact center and analytics research, market analysis and consulting. Donna is a recognized thought leader and innovator in contact center and real-time analytics. For over 25 years, she has helped end users build world-class differentiated contact centers and vendors develop high-value solutions for the market. She is the author of the book, The Real-Time Contact Center, the Contact Center QA Guide, and many leading annual industry reports on contact center hosting, IVR, speech analytics, performance management, workforce management, surveying/enterprise feedback management, quality management/liability recording and contact center analytics. Donna invites your questions on contact center management, best practices, process and technology. Contact Donna at donna.fluss@dmgconsult.com.