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Best Practices for Transforming Call Centers into Blended Sales/Service Organizations

Thursday, October 2, 2008 2:00pm ET / 11:00am PT

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PRESENTERS:
 

Donna Fluss
Founder and President
DMG Consulting LLC


Donna Fluss is the founder and President of DMG Consulting LLC, the leading provider of contact center and analytics research, market analysis and consulting. Ms. Fluss is a recognized thought leader and innovator in contact center and real-time analytics. For over 25 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 book, The Real-Time Contact Center, and many leading annual industry reports, including the Contact Center Performance Management Report, the Quality Management/Liability Recording Product and Market Report, the Hosted Contact Center Infrastructure Report, the Speech Analytics Market Report, and the Contact Center Surveying and Analytics Report. Donna’s articles and columns are carried by publications around the world.


 

Liz Amaral
Sr. Director, Product Marketing
Enkata


Liz Amaral brings over 17 years of experience in customer service operations and enterprise software. Prior to Enkata, she held various Product Marketing/Management roles designing industry-leading software solutions to improve customer service, such as CRM and automated coaching applications, for both the financial services and education services verticals. Earlier in her career Liz spent 8 years at Advent Software building Professional Services and Technical Support teams in the U.S. and Australasia, as well as spending time on the front line taking support calls.

Liz holds a B.A. in Economics from Stanford University.


 

Erik K. Linask
Group Managing Editor,
Technology Marketing Corporation

Erik oversees the daily operation of TMCnet, which delivers news, information, videos, white papers, podcasts, and more to three million visitors each month. He is also a contributor to TMCnet as well as TMC’s IP Communications publications.

Prior to joining the TMC team, several years ago, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute.


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