Biographical Information
Donna Fluss

Articles By Donna Fluss
New targets, the demand for personalization, and the need to adjust sales models are among the challenges.
Posted 17 Aug 2017
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]
Operations at risk must take a proactive approach.
Posted 01 May 2013 [May 2013 Issue]
Best practices for staying on top of the new service landscape.
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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