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 28 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, technology and analytics.
Submit your call center software and call center management question to Donna Fluss
Contributions from Donna Fluss
- Contact center social will (slowly) become norm
- Speech analytics is worth the pain
- Give agents varied challenges during contact center downtimes
- Companies need to nail down chief customer officer role
- Companies looking ahead to customer service technology investments
- Which call center billing model should I use?
- How to define the soft ROI benefits in the contact center
- Managing customer conversations in the call center
- Pros and cons of using a pay-per-call service in the call center
- Examining call center cell phone regulations
- Overview of open source call center software
- Creating work-at-home agent agreements for call center employees
- What call center events or conferences should we attend?
- Ten ways to re-energize and motivate call center agents
- Pros and cons of auto-response software in the call center
- Managing call center stress: Three stress management training courses for agents
- Finding remote call center agent jobs and opportunities
- How can a call center offshore outsourcing firm attract new clients?
- Preparing for a call center agent job interview: What skills are required?
- Call center rules and regulations: Why are they so strict?