Presented By: Donna Fluss, President and Founder, DMG Consulting, and Aviad Aberi, VP , NICE Systems
On Demand- Live Date: March 2009
Expanding quality management to focus on key business initiatives enables the organization to better drive strategic performance improvement. Business-oriented KPIs and dashboards, ongoing tracking of trends and correlation analysis provide a clear understanding of how successfully the quality management process supports the company’s strategic goals, such as customer satisfaction and retention, sales performance and cost optimization.
Listen as Donna Fluss explores the potential benefits of next-generation, analytics-enhanced quality management solutions, and learn how to turn the quality management process in your organization into a strategic business driver
About the Presenters:
Donna Fluss is the founder and president of DMG Consulting LLC, the leading provider of contact center and analytics research, market analysis and consulting. She is the author of The Real-Time Contact Center, the 2008 Contact Center Executive and Management Briefing, and many other leading industry reports on contact center hosting, IVR, speech analytics, performance management, workforce management, surveying and analytics, and quality management/liability recording.
Aviad Abiri leads the NICE Interaction Analytics services delivery team, which is responsible for implementing NICE’s Interaction Business Applications. The team includes speech-analytics and contact-center specialists, who use domain expertise and best practices to help customers realize the full value of Interaction Analytics and successfully embed these capabilities within their daily business processes
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