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DMG Consulting Authors and Announces Availability of New, Ground-Breaking Book, “The Real-Time Contact Center”

DMG Consulting Authors and Announces Availability of New, Ground-Breaking Book, “The Real-Time Contact Center”

DMG Consulting Authors and Announces Availability of New, Ground-Breaking Book, “The Real-Time Contact Center”



West Orange, NJ — September 14, 2005 — DMG Consulting LLC, a leading provider of customer-focused business strategy, operations, and technology services, today announced the availability of The Real-Time Contact Center: Strategies, Tactics, And Technologies For Building A Profitable Service And Sales Operation. This new business book, written for contact center executives, IT managers, and C-level leaders focused on improving sales and service, offers a step-by-step approach for creating next-generation revenue-generating contact centers.

“To obtain a competitive advantage in a world of commoditized products and service, companies must convert their reactive, cost-oriented contact centers into predictive, engaged, revenue-generating, real-time profit centers,” said Donna Fluss, author of the book and principal of DMG Consulting LLC. ” A real-time contact center provides an outstanding customer experience, enhances loyalty, increases sales, reduces expenses, and shares customer needs and insights with corporate decision makers — all of which adds up to substantial bottom-line improvement.”

The Real-Time Contact Center is a practical guide to building a service infrastructure that will simultaneously exceed customers’ expectations and build revenue. The book helps readers:

  • Establish the business case for transforming a contact center into a real-time profit center.
  • Determine the best technologies and systems that enable real-time contact centers.
  • Strengthen self-service applications to improve their efficiency and to reduce dependence on service representatives, enabling significant cost reductions.
  • Hire, train, and motivate staff to keep the contact center at the top of its game.
  • Make smart, ethical decisions regarding offshore outsourcing.

The Real-Time Contact Center analyzes the business trends that are driving change in the contact center market, and provides vendor names and a market overview of key call center technology, systems, and applications. The book also discusses how to optimize management and processes to ensure that staff are well positioned to deliver extraordinary service with every interaction.

The Real-Time Contact Center is a great resource for helping contact centers take a proactive approach to sales and service, while reducing operating costs. This book covers all of the hot topics in the industry, and helps readers find the most profitable course for their company,” stated Art Schoeller, Senior Analyst, The Yankee Group.

The Real-Time Contact Center was published by Amacom, the book publishing division of the American Management Association, and is available at major book stores as well as on-line through and

About the Author

Donna Fluss is Principal of DMG Consulting LLC, specializing in contact centers and real-time analytics for Global 2000 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,,, 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 3,000 clients. Ms. Fluss also was 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

About DMG Consulting LLC

DMG Consulting LLC delivers customer-focused business strategy, operations and technology for Global 2000 and emerging companies such as Nortel Networks, PeopleSoft, RealNetworks, Stride Rite, NICE and Roadway Express.

DMG Consulting LLC is a registered trademark of DMG Consulting LLC, protected by laws of the U.S. and other countries. All other trademarks mentioned in this document are the property of their respective owners.