Session 202: Using Customer Service Data for Continuous Improvement

Wednesday, April 11 at 11:30 AM

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Are you consistently hitting your customer satisfaction target? Do you even have a target? This session will review the best practices of implementing a customer satisfaction survey and show you how to assess your customer satisfaction data to incorporate process changes, training, coaching to drive performance towards exceeding your customer satisfaction goal.

Gina Montague

Manager, Support Services
Infinite Campus

Gina Montague has more than 25 years of leadership and customer service experience, 17 of those in the support industry. Gina is passionate about staff development, process improvement, and creating positive customer experiences. Currently the support services manager for Infinite Campus, a student information system (SIS) for K-12 education, Gina's leadership earned them the HDI Team Excellence Award in 2013. Gina is currently the chapter advisor of the HDI Minnesota local chapter, where she has served in various volunteer positions since 2005.