Call center software and call center management expert

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Call center software and call center management expert

Call center software and call center management expert

Expert advice

You'll find much more call center expert advice in our Ask the Expert feature. If you're looking for personalized advice, pose your own question to Donna Fluss.

Donna is the principal of DMG Consulting LLC, a firm specializing in delivering customer-focused business strategy, operations and technology for Global 2000 and emerging companies. Ms. Fluss is a recognized leader and visionary in contact center and real-time analytics. She is the author of The Real-Time Contact Center, the industry-leading 2006 Speech Analytics Market Report and the annual Quality Management/Liability Recording Product and Market Report.

Click here to browse Donna's advice to readers like you.

For more call center decision-making advice, return to SearchCRM.com's CRM ROI series: Building a business case for remote call center agents

To research for a CRM evaluation project, return to SearchCRM.com's All-in-One-Guide: CRM ROI series: Building a business case for CRM

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This was first published in September 2006

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