Donna Fluss

Donna Fluss

Donna Fluss, president of DMG Consulting, is an expert on contact centers, analytics, and back office technology. She has 30 years of experience helping organizations build contact centers and back office operating environments, and assisting vendors to deliver competitive solutions. She can be reached at Donna.Fluss@dmgconsult.com.

Articles by Donna Fluss

An apology can de-escalate a bad situation, but it has to be sincere.
Posted February 23, 2018

Bots and IVAs aren't necessarily mutually exclusive; they perform different functions, so they can coexist.
Posted December 15, 2017

IVAs, RPA, and biometrics form an alphabet soup that can really save contact centers time and effort.
Posted September 29, 2017

IVAs have much greater potential than IVRs, but vendors still have work to do to move the technology beyond the hype stage.
Posted July 21, 2017

Consumers have clear channel preferences when it comes to specific issues with companies.
Posted May 05, 2017

2017 is expected to be a better year for customers as companies prioritize better service.
Posted January 27, 2017

Using video in the contact center extends the sense of connection between customers and agents.
Posted November 11, 2016

End users should review their contracts when their contact center system vendors are acquired.
Posted September 16, 2016

Speech analytics, when combined with other analytics types, can provide real benefits in real time.
Posted August 12, 2016

The technology is 35 years old and it needs to change for the millennial workforce.
Posted April 08, 2016

Omnichannel customer experience environments are now expected. Here's some advice to get you started.
Posted January 08, 2016

Customer journey analytics holds great promise for improving customer interactions.
Posted October 16, 2015

Customer service is at a pivotal point. Business as usual is not satisfactory for customers. The following trends are going to play an increasingly important role in contact centers during the next few years.
Posted June 19, 2015

Preference management solutions can be used to drive proactive customer care initiatives.
Posted March 30, 2015

Think you offer great customer service? Maybe not. Customer journey analytics lets you know if you're on the right track.
Posted January 14, 2015

Back-office WFO has the potential to deliver on unfulfilled promises of business process management.
Posted July 16, 2014

Employees can be among the most valuable and powerful investments managers can make. Are you doing all you can to engage them?
Posted March 05, 2014

From improving the customer journey to reducing operating costs, here's a look at the top trends in contact center spending in 2014.
Posted February 03, 2014

Speech analytics gives companies the power to alter the outcome of a call. Although these applications are still immature, their potential is great.
Posted October 30, 2013

If you haven't updated your outbound dialing solutions recently, take a look at the current generation of applications. Cloud-based outbound solutions and an increasing number of inbound contact center infrastructure solutions have added preview, progressive, predictive dialing, and blending.
Posted August 08, 2013

Speech analytics is a sophisticated enterprise application that can provide valuable insights, but it takes a great deal of effort and the right people to make it work.
Posted April 30, 2013