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Are your post-call surveys considered to be business intelligence?  Let’s be honest, are we always ready for that honesty?  Or are you asking in such a way that you only get positive comments? Or to just beat up call center agents? What we’ve found is that most programs are destructive or met with apathy. The…

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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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