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Like many of you I am frustrated when I make a customer service call and I am asked for my account number (and other information) by the IVR, only to be asked to repeat it when I make it to a live call center agent.  We’ve become numb and expect this sort of inefficiency as…

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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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