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Holistic medicine is a big picture view – the emotional, physical, psychological and environmental factors that contribute to a patient’s overall health.  Without considering all of these factors, a doctor may only solve part of the affliction without completely healing the patient.  In your call center, the agents lacking a holistic view of a customer’s…

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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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