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What are the best practices for quality monitoring forms why does it matter? Contact Centers are under continuous scrutiny to validate the millions (in the industry) that are spent on quality assurance programs. Contact center leaders fight for more resources and senior management asks, “What value are we getting from what we are already spending?”…

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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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