Speech Technology Magazine

Biographical Information

Donna Fluss

Articles By Donna Fluss

Turn Speech Analytics into an Enterprise Change Agent

This service tool becomes more powerful when its findings are shared
Posted 17 Feb 2017 - Spring 2017 Issue - by Donna Fluss

Voice Biometrics Can Protect Against Fraud—and Ensure Customer Satisfaction

Secure customers—whether they're using your mobile app, your contact center, or your website—are happy customers
Posted 01 Aug 2016 - Fall 2016 Issue - by Donna Fluss

Interaction Analytics Reduces Risk—and Enlarges Customer Happiness

More insight can help you both serve customers and play by the rules
Posted 15 Feb 2016 - Spring 2016 Issue - by Donna Fluss

Analytics-Enabled QA: It's Time!

Speech analytics can make QA less time-consuming—and a lot more helpful
Posted 07 Aug 2015 - Fall 2015 Issue - by Donna Fluss

Analytics Revolutionizes the QA Process

Increased targeting and precision make an upgrade worthwhile.
Posted 10 Jan 2015 - Spring 2015 Issue - by Donna Fluss

Voice Is Changing, Not Disappearing

Innovative companies will make use of alternative and traditional channels.
Posted 28 Jul 2014 - Fall 2014 - by Donna Fluss

Speech Analytics Comes of Age

A wide range of vendor options lets businesses get exactly what they need.
Posted 10 Feb 2014 - Spring 2014 - by Donna Fluss

For Speech Analytics, the Best Is Yet to Come

A top-10 list for this transformational solution.
Posted 12 Aug 2013 - Fall 2013 - by Donna Fluss

The Emergence of Real-Time Solutions for Contact Centers

Improving the customer—and agent—experience with analytics and guidance.
Posted 10 Feb 2013 - Spring 2013 - by Donna Fluss , Deborah Navarra

Improving the Customer Experience with IVR Analytics

Streamline the service process for end-to-end benefits.
Posted 10 Nov 2012 - November/December 2012 - by Donna Fluss

Minimize Disaster Impacts

Keeping your contact center functioning is the primary goal.
Posted 28 Oct 2012 - - by Donna Fluss

Mobility May Shake up the Service World

If mobile's not part of your operation, customers will go elsewhere.
Posted 10 Jul 2012 - July/August 2012 - by Donna Fluss

Improving Quality Assurance with Speech Analytics

Contact centers gain value with precision monitoring.
Posted 01 Mar 2012 - March/April 2012 - by Donna Fluss

Unified Communications Is in Your Future

Benefits include collaboration and ease of mobile device use.
Posted 01 Nov 2011 - November/December 2011 - by Donna Fluss , Randy Brewton

The Rise of Proactive Customer Care

Anticipating needs delivers benefits in customer service, sales/marketing, and government
Posted 01 Jul 2011 - July/August 2011 - by Donna Fluss , Gary Schwartz

Why Hosting Is Part of Your Future

Ignore it at your own cost
Posted 01 Mar 2011 - March/April 2011 - by Donna Fluss

Let's Make a Deal

A transitioning IVR market gives buyers negotiating power.
Posted 01 Nov 2010 - November/December 2010 - by Donna Fluss

It's Time to Do WFM Right

Vendors and customers need to work together to make the right improvements.
Posted 01 Jul 2010 - July/August 2010 - by Donna Fluss

Voice Self-Service Is Essential for Achieving Goals

But companies and IT have different ideas about using the technology.
Posted 05 Mar 2010 - March/April 2010 - by Donna Fluss

Hosted IVR Might Be Right for You

But be willing to weigh the trade-offs versus the benefits.
Posted 01 Nov 2009 - November/December 2009 - by Donna Fluss

The Rise of Proactive Customer Care

Growth will continue as long as vendors keep their focus on the goal.
Posted 27 Aug 2009 - September 2009 - by Donna Fluss

The Recession's Impact on Contact Center Investments

Not all technologies will take a huge financial hit.
Posted 01 Jun 2009 - June 2009 - by Donna Fluss

Are You Doing Right by Your Customers?

Enterprises must find the right balance between live service and self-service automation
Posted 01 Oct 2008 - October 2008 - by Donna Fluss