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Even in knucklehead comments there are ‘knuggets’ of wisdom to be gained.  The pattern of customer feedback uncovers indications of poor products, dissatisfaction with service in general  or with an individual call center agent’s performance and some, well,  just give insight as to how humans can react when they become an “Angry Customer.” “You guys…

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About Dr. Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics and a pioneer in voice of the customer research for the contact center industry. Before creating CRMetrics, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.

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