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Call center agents are the face of our business.  We know this.  A ‘great face’ for a call center agent is not so clearly defined.  It does vary a bit from company to company.  In general they need to come across as competent, motivated, professional, and they need to have personality.  On any given day,…

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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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