Donna Fluss

Donna Fluss is Principal of DMG Consulting LLC, delivering customer-focused business strategy, operations, and technology for Global 2 and emerging companies such as Nortel Networks, RealNetworks, J. Jill Group, Stride Rite, MCI, NICE, HBCS, and Roadway Express. She is a recognized leader and visionary in contact centers and real-time analytics, and a highly sought-after writer and speaker. Ms. Fluss is the author of the industry-leading annual Quality Management/Liability Recording Product...See more

Donna Fluss is Principal of DMG Consulting LLC, delivering customer-focused business strategy, operations, and technology for Global 2 and emerging companies such as Nortel Networks, RealNetworks, J. Jill Group, Stride Rite, MCI, NICE, HBCS, and Roadway Express. She is a recognized leader and visionary in contact centers and real-time analytics, and a highly sought-after writer and speaker. Ms. Fluss is the author of the industry-leading annual Quality Management/Liability Recording Product and Market Report and the Guide to Successful Contact Center Offshore Outsourcing. She is widely quoted in leading business publications, and writes regularly for Call Center Magazine, ICCM Weekly, Line56.com, Europecontactcenter.com, CRMXchange, Speech Technology, CRM Guru, 1to1 Magazine, and GreaterChinaCRM. She previously was a Vice President and Research Director in Gartner's CRM practice, where she doubled the revenue of the customer-service strategy area, and consulted to more than 3, clients. Ms. Fluss was also a senior manager and leading business transformation and merger expert at Chase Manhattan Bank. For more information, visit the DMG Consulting website, ... or contact Ms. Fluss at donna.fluss@dmgconsult.com. See less