Donna Fluss, principal of DMG Consulting LLC, is the author of The Real-Time Contact Center, published in August 2005. Contact Ms. Fluss at donna.fluss@dmgconsult.com.

Customer Conversations and Performance Management
November 29, 2007 Some speech analytics applications are able to identify concepts and trends that enterprise managers don’t even know exist

Use Customer Conversations to Improve Enterprise Performance
October 29, 2007 Speech analytics, also known as audio mining, structures conversations and finds hidden insights, implicit customer needs and...

North American Contact Center Outsourcing
February 21, 2006 With growth in business and service offerings, U.S. and Canadian contact center outsourcing companies are an attractive option

EPM and the Contact Center
January 11, 2006 Alignment is the key to broadening from departmental to enterprise goals