Donna Fluss is the founder and President of DMG Consulting LLC, a provider of contact center and analytics research, market analysis and consulting.
For more than 30 years, Fluss has helped end users build differentiated contact centers and
vendors develop solutions for the market. She is the author of the book, The Real-Time
ContactCenter, the Contact Center QA Guide, and many annual industry reports on
contact center hosting, IVR, speech analytics, performance management, workforce management,
surveying/enterprise feedback management, quality management/liability recording and contact center