Biographical Information
Donna Fluss

Articles By Donna Fluss
A truly multitenant architecture—supporting cloud, on-premises, and hybrid solutions—is becoming a necessity.
Posted 20 Mar 2018 [April 2018 Issue]
Speech and text analytics have become indispensable to the customer journey, and increased adoption and a replacement cycle are the next stage.
Posted 08 Jan 2018 [January/February 2018 Issue]
Robotics, in tandem with desktop analytics, will drive productivity improvements.
Posted 31 Oct 2017 [November 2017 Issue]
Is it a must-have for contact centers? Yes. But it remains a complement to voice.
Posted 31 Oct 2017 [November 2017 Issue]
New targets, the demand for personalization, and the need to adjust sales models are among the challenges.
Posted 28 Aug 2017 [September 2017 Issue]
The need to understand and engage newly empowered customers (hello, Millennials) is driving innovation.
Posted 31 Jul 2017 [August 2017 Issue]
A buyer's guide for a market in which one size does not fit all
Posted 29 Jun 2017 [July 2017 Issue]
CJA looks to capture the kind of customer knowledge—spanning channels and touch points—enterprises have long sought
Posted 28 Apr 2017 [May 2017 Issue]
With ever-increasing demands for personalized service, contact centers need workforce management that can adjust to life's uncertainties
Posted 27 Mar 2017 [April 2017 Issue]
Increased reliability, flexibility, and security of solutions make them an increasingly obvious choice
Posted 27 Feb 2017 [March 2017 Issue]
The sector has slowed of late, but innovation shows a way forward
Posted 01 Feb 2017 [February 2017 Issue]
The contact center market is finally ready for virtual bots, and not a moment too soon for self-service
Posted 01 Jan 2017 [January 2017 Issue]
To create outstanding and personalized experiences for customers, you have to know them
Posted 01 Nov 2016 [November 2016 Issue]
Contact center staff can get timely feedback—and will stay more engaged
Posted 01 Nov 2016 [November 2016 Issue]
The cloud, integrated suites, and Big Data are transforming the market, and vendors must adapt
Posted 01 Sep 2016 [September 2016 Issue]
To bring about outstanding service experiences, your employees have to actually be put in a position to deliver them
Posted 25 Jul 2016 [August 2016 Issue]
Back office and branch solutions, as well as channel and scheduling flexibility, will drive growth
Posted 01 Jul 2016 [July 2016 Issue]
It ranks ahead of cutting costs or adding new technology
Posted 01 May 2016 [May 2016 Issue]
A glut of vendors poses a challenge to buyers
Posted 01 Apr 2016 [April 2016 Issue]
As the market moves toward analytics, many solutions will see their growth rev up—but a few will stall
Posted 22 Feb 2016 [March 2016 Issue]
As the sector's products evolve, the challenge for vendors is getting customers to bite.
Posted 02 Feb 2016 [February 2016 Issue]
The market is starting to soar thanks to flexibility, cost-effectiveness, and ever-increasing reliability
Posted 01 Jan 2016 [January 2016 Issue]
Analyzing what your customers say to agents can have huge operational benefits across an enterprise
Posted 01 Nov 2015 [November 2015 Issue]
Creating a frictionless customer experience will require a service rethink—and a companywide effort
Posted 01 Nov 2015 [November 2015 Issue]
The workforce optimization market stays strong, and better analytics and back-office features could make it stronger
Posted 01 Sep 2015 [September 2015 Issue]
The company has made it easier for vendors to integrate and innovate. Will a sale change that?
Posted 31 Jul 2015 [August 2015 Issue]
Preference management enables your customers to choose how, and when, to interact
Posted 30 Jun 2015 [July 2015 Issue]
Algorithms and simulation address a key mathematical challenge
Posted 01 May 2015 [May 2015 Issue]
The 11 worst customer service practices.
Posted 01 May 2015 [May 2015 Issue]
Service excellence is finally taking a starring role.
Posted 01 Mar 2015 [March 2015 Issue]
Packaged solutions offer contact centers far-reaching potential.
Posted 01 Feb 2015 [February 2015 Issue]
Ease of use is key consideration for potential buyers.
Posted 01 Jan 2015 [January 2015 Issue]
With skilled analysts behind them, these solutions can enhance the customer journey.
Posted 01 Nov 2014 [November 2014 Issue]
Make sure you understand the myths and realities.
Posted 01 Nov 2014 [November 2014 Issue]
Mapping out the ultimate next-generation product.
Posted 01 Sep 2014 [September 2014 Issue]
When the contact center industry takes notice, we all win.
Posted 01 Aug 2014 [August 2014 Issue]
Flexibility is key to meeting evolving business challenges.
Posted 01 Jul 2014 [July 2014 Issue]
Adoption of these solutions is poised to take off over the next few years.
Posted 01 May 2014 [May 2014 Issue]
For some companies, ease of use is winning out over functionality.
Posted 01 May 2014 [May 2014 Issue]
Expanding beyond the contact center is a challenge to overcome.
Posted 01 Mar 2014 [March 2014 Issue]
Adoption is growing, but concerns remain.
Posted 01 Feb 2014 [February 2014 Issue]
Companies that don't keep up with the latest regulations will pay the price.
Posted 01 Jan 2014 [January 2014 Issue]
Changing rules give vendors new opportunities.
Posted 01 Nov 2013 [November 2013 Issue]
When not all solutions are created equal, choosing one is no easy task.
Posted 01 Nov 2013 [November 2013 Issue]
Build a system that works for your company.
Posted 01 Sep 2013 [September 2013 Issue]
Don't ask for feedback if you're not going to act on it.
Posted 01 Aug 2013 [August 2013 Issue]
What makes an ideal solution?
Posted 01 Jul 2013 [July 2013 Issue]
Best practices for staying on top of the new service landscape.
Posted 01 May 2013 [May 2013 Issue]
Operations at risk must take a proactive approach.
Posted 01 May 2013 [May 2013 Issue]
Predictive and real-time analytics offer tremendous potential for contact centers.
Posted 01 Mar 2013 [March 2013 Issue]
Offering great customer service means knowing how to respond.
Posted 01 Feb 2013 [February 2013 Issue]
Low cost and flexibility make this a win-win solution for many enterprises.
Posted 01 Jan 2013 [January 2013 Issue]
Despite excuses, catching up with other enterprises is only a matter of time.
Posted 01 Nov 2012 [November 2012 Issue]
There's no excuse for not investing in these systems.
Posted 25 Sep 2012 [October 2012 Issue]
One-size-fits-all solutions are no longer the answer.
Posted 01 Sep 2012 [September 2012 Issue]
A host of innovations are adding new dimensions.
Posted 01 Jul 2012 [July 2012 Issue]
When marketing works with customer service, customers and enterprise benefit
Posted 01 Jul 2012 [July 2012 Issue]
A 2012 buyers' guide.
Posted 01 May 2012 [May 2012 Issue]
Are you reaping the benefits of this valuable resource?
Posted 01 Apr 2012 [April 2012 Issue]
This new IT sector offers visibility, real-time guidance, and process automation.
Posted 01 Mar 2012 [March 2012 Issue]
A valuable application increases its role
Posted 01 Jan 2012 [January 2012 Issue]
Why one size fits all no longer does
Posted 01 Jan 2012 [January 2012 Issue]
Protect and enhance your company's image.
Posted 01 Dec 2011 [December 2011 Issue]
This customer-centric position can unite siloed departments
Posted 01 Sep 2011 [September 2011 Issue]
Too compelling to ignore, the benefits include low startup costs and no capital investment
Posted 01 Sep 2011 [September 2011 Issue]
But many contact center offerings require a trade-off between accuracy and ease of use
Posted 18 May 2011 [June 2011 Issue]
Leveraging sites like Facebook and Twitter is critical
Posted 17 May 2011 [June 2011 Issue]
Suites embrace analytics, debunk idea core components are commodities
Posted 15 Apr 2011 [May 2011 Issue]
Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope
Posted 25 Feb 2011 [March 2011 Issue]
Tough economy erodes customer loyalty, but there are ways to rebuild it
Posted 31 Jan 2011 [February 2011 Issue]
Contact center surveying/enterprise feedback is a vital first step
Posted 25 Jan 2011 [February 2011 Issue]
Optimizing your interactive voice response system may require only a small investment
What contact centers must do to manage workforce management.
Posted 14 Sep 2010 [September 2010 Issue]
In a space this new there's nowhere to go but up.
Posted 14 Sep 2010 [September 2010 Issue]
Failed CRM projects of the past may lead to a promising future.
Posted 14 Jul 2010 [July 2010 Issue]
Analytics and on-demand offerings are changing the nature of workforce optimization.
Posted 10 Jun 2010 [June 2010 Issue]
What it means for the contact center to focus on the size of its carbon footprint.
Posted 06 Apr 2010 [April 2010 Issue]
Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk
Posted 10 Feb 2010 [February 2010 Issue]
Organizations must change their mission and culture to benefit from new technologies.
Posted 26 Jan 2010 [January 2010 Issue]
Is unified communications the next disruptive technology for customer service?
Posted 01 Dec 2009 [December 2009 Issue]
When live agents can't be had, interactive voice response systems may suffice.
Posted 01 Oct 2009 [October 2009 Issue]
Performance management is a contact center requirement.
Posted 01 Aug 2009 [August 2009 Issue]
A variety of applications promise revenue generation and cost reduction.
Posted 01 Jul 2009 [July 2009 Issue]
Helping contact center managers achieve four primary goals.
Posted 01 May 2009 [May 2009 Issue]
In a tight economy, companies try to cut operating expenses wherever they can.
Posted 01 May 2009 [May 2009 Issue]
The contact center is part of a larger organization—and its goals must reflect that.
Posted 01 Mar 2009 [March 2009 Issue]
Web 2.0 technologies can support your customer service processes.
Posted 01 Feb 2009 [February 2009 Issue]
Contact center surveying is evolving into enterprise feedback management.
Posted 01 Dec 2008 [December 2008 Issue]
Business continuity and disaster recovery are often overlooked.
Posted 01 Nov 2008 [November 2008 Issue]
New solutions continue to make an impact inside and outside the contact center.
Posted 01 Oct 2008 [October 2008 Issue]
Vendors were waiting for the market to pick up. End users were waiting for enhancements. Both waits are over.
Posted 01 Aug 2008 [August 2008 Issue]
Why the contact center may be your last line of defense.
Posted 01 Aug 2008 [August 2008 Issue]
Contact center performance management isn't about measuring flaws -- it's about fixing them.
Posted 01 Jun 2008 [June 2008 Issue]
You are who you talk to.
Posted 01 May 2008 [May 2008 Issue]
WFM solutions typically pay for themselves in under a year -- can you afford not to have one?
Posted 01 Apr 2008 [April 2008 Issue]
What you need to know about quality management and liability recording solutions.
Posted 01 Feb 2008 [February 2008 Issue]
Before managers can tackle primary goals, obstacles must be overcome.
Posted 01 Feb 2008 [February 2008 Issue]
The surveying market may be fragmented, but that doesn't diminish its importance.
Posted 01 Nov 2007 [November 2007 Issue]
Ignoring customer needs is extremely shortsighted and expensive.
Posted 01 Aug 2007 [August 2007 Issue]
What do contact center managers need to generate revenue? New tools and technologies.
Posted 01 May 2007 [May 2007 Issue]
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