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Capturing the voice of the customer in real-time post call surveys is vital to business intelligence. Customer feedback not only helps to re-engineer the customer experience but also serves as an indicator to potential call center agent burnout. Would you know the sound of your agents burning out? Listen to what your customers are saying to find out.

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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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