Donna Fluss Donna Fluss is Principal of DMG Consulting LLC, specializing in customer-focused business strategy, operations and technology for Global 2000 and emerging companies such as PeopleSoft, Nortel Networks, RealNetworks, Stride Rite, J. Jill Group, MCI, NICE Systems, HBCS and Roadway Express. With more than 20 years experience in customer relationship management (CRM) and contact centers, Ms. Fluss is a recognized leader and visionary in all areas of CRM and a highly sought after writer and speaker. She is a columnist for ICCM Weekly, Call Center Magazine, Europecontactcenter.com and CRMXchange and a contributor to 1to1 Magazine, Line56.com, Contactcenterworld.com, Speech Technology, CRM Guru, TelCall Magazine and GreaterChinaCRM. She is the author of the Real-Time Contact Center, the industry-leading annual Quality Management/Liability Recording Product and Market Report and Guide to Successful Contact Center Offshore Outsourcing.   Ms. Fluss was a Vice President and Research Director in the CRM practice area at Gartner, where she consulted with more than 3000 clients and published more than 125 research reports. Ms. Fluss led the Customer Service and Support Strategy group and doubled its revenue during her tenure. While at Gartner, her ability to identify trends, directions and end-user needs made her a leading advisor to companies worldwide. Ms. Fluss received numerous professional awards at Gartner for her writing, professionalism and teamwork and was a highly rated speaker. She has appeared as a CRM expert on several television news programs and is quoted extensively in leading business publications such as Business Week, CIO, Computerworld, InformationWeek and Internet Week.   Ms. Fluss also held senior management positions at Chase Manhattan Bank, including Vice President of Voice Strategy and Planning for a $24 billion retail division, Vice President of Technology Asset Management, responsible for $500 million in annual technology purchases and Vice President of Credit Card Customer Service. At the bank, Ms. Fluss built a reputation as a leading business transformation and merger expert.   Ms. Fluss received her M.B.A. from Baruch College and her B.A. in International Finance from the University of Illinois, Urbana-Champaign.