Presented By: Donna Fluss, founder and President, DMG Consulting; Compliments of Verint Systems
On Demand: Live Date November 07
Within the next eight to 10 years, contact centers will become one of the most important revenue generating departments in most enterprises, DMG Consulting predicts. Join Donna Fluss as she discusses the need for contact centers to focus on the revenue side of their profitability equation. Learn how powerful analytical applications can help contact centers improve the profitability equation and generate more revenue by identifying agent behaviors that produce better results, as well as identifying new revenue and customer opportunities.
In this webcast, you will learn:
• How changing enterprise needs are altering the mission and goals of contact center managers.
• What tools can help your enterprise and contact center gain a competitive edge.
• Why the new breed of analytics solutions can deliver quantitative and qualitative benefits.
• Which best practices can help you build an actionable analytics strategy and program for your center.
About the Speaker
Donna Fluss is the founder and President of DMG Consulting LLC, a firm specializing in contact centers and real-time analytics. Ms. Fluss is a recognized thought leader and innovator in contact center and real-time analytics. For over 24 years, she has helped end users build world-class differentiated contact centers and vendors develop high-value solutions for the market. She is the author of the recently published book, The Real-Time Contact Center, and many leading industry reports, including the 2007 Contact Center Performance Management Report, the 2007 Speech Analytics Market Report, the 2007 Contact Center Surveying and Analytics Report, the annual Quality Management/Liability Recording Product and Market Report and many more. Donna’s articles and columns are carried by publications around the world.
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