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The other day I was talking to one of our long-time clients and she said, “Jodie, we’re running out of people that know stuff here.” I hung up the phone and thought simpler and truer words have never been spoken. Where did all of the smart call center agents go? The skilled-labor shortage is at…

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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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