Jodie Monger PhD.

Dr. Jodie Monger is the President of Customer Relationship Metrics, L.C. (Metrics) and is recognized as a pioneer in customer satisfaction research for the contact center industry. Prior to joining Metrics, she was the founding Associate Director of Purdue University's Center for Customer-Driven Quality.

Since 1993, Dr. Jodie has used her expertise to help organizations to capture and quantify the Voice of their Customer. These organizations in turn utilize her research and knowledge to enhance customer satisfaction and relationship management. She allows them to turn data into effective information. She has worked with clients in numerous industry sectors with their Business-to-Business and Business-to-Consumer business units.

Dr. Jodie and her team at Metrics provide the critical tools necessary to measure and manage your most important corporate asset – your customers. For over 13 years Metrics has been providing mission-critical expertise in all parts of the development, implementation and reporting of customer feedback solutions. Metrics has industry-leading expertise and solutions, which enable companies to quantify and thereby improve their customer relationships. For over 17 years she has been involved with numerous call center (access center) improvement and measurement projects. This allows our clients to benchmark their performance with the world's largest database on real-time customer feedback for the voice channel.

In addition to design and implementation of Customer Relationship Management , Dr. Jodie has published several books and numerous articles relating to customer service excellence. Of note most recently are two books co-authored by her and other industry experts: Customer Relationship Management published by Prentice Hall and Call Center Management by the Numbers published by the Purdue University Press.

For several years Dr. Jodie was a respected and requested faculty member at IBM's Advanced Business Institute and at AT&T's College of Call Center Excellence, Advanstar Events, CMP Events, ICMI Knowledge Exchange, SOCAP Events, and more. Her formal education is in the disciplines of Consumer Behavior, Statistics and Research Methodologies. She earned her PhD and MS from Purdue University and a BS from Juniata College.

To learn more about Dr. Jodie go to www.DrJodie.com.