2010 SUMMER SOCIAL at the NEW Yankee Stadium
Featuring Donna Fluss,
President of DMG Consulting
Thursday, July 29, 2010
1:00 - 4:30 pm
The Analytically-Oriented
Contact Center
Innovation is driving improvements in the customer experience and, as a result, in the contributions and perception of contact centers in the enterprise. Customer-facing analytics applications, such as speech analytics, text analytics and customer experience analytics, are empowering contact center leaders with actionable insights about customer needs and wants. Internal-facing solutions, including desktop analytics, workforce management and performance management, provide transparency and visibility into agent performance, and alter cost and quality dynamics. When used properly, these analytical applications enhance the customer experience while reducing operating expenses, improving customer retention and increasing revenue.
Participants will:
- Gain insights into the leading contact center trends and goals that are driving change
- Discover how leading companies are using emerging analytics applications to improve contact center, marketing and enterprise performance
- Learn which of the analytics applications are best suited to address your company’s challenges and operating environment
- Get an objective insider’s view to help distinguish between real innovation and hype in the analytics application landscape
All attendees will be eligible to sign up for Donna’s newsletter and have access to
DMG’s contact center library which is the largest in the world!
Donna Fluss is the founder and President of DMG Consulting LLC, a firm specializing in customer-focused business strategy, operations and technology services for Global 2000 and emerging companies. Ms. Fluss is a recognized thought leader and innovator in CRM, contact center and real-time analytics. For over 25 years, she has helped end users build world-class differentiated contact centers. She is the author of The Real-Time Contact Center and many leading industry Reports, including the Contact Center Performance Management Market Report, the Speech Analytics Market Report and the Quality Management/Liability Recording Product and Market Report.
Donna Fluss, President
DMG Consulting LLC
Phone: 973-325-2954
www.dmgconsult.com
Author of "The Real-Time Contact Center"
Our ATA group will be able to enjoy:
A delicious buffet luncheon in the Yankee's
"Executive Conference Room "
Tour The New Stadium for an Insider's Look
where ticket holders can't normally go!
Visit Monument Park
(Touch Babe Ruth's Monument)
Sit In The Yankee Dugout
(Just like Jeter and A-Rod)
Walk The Outfield Warning Track
(Where Curtis, Nick, and Bret Turn Home Runs Into Outs)
Visit the Yankee Clubhouse
(Player's Locker Room subject to availability)
FREE PARKING at the 164th Street Garage!
(Park, get a ticket, have the ticket validated for Free Parking at the event)
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