Jodie Monger
Jodie Monger
Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.
How many chat sessions can agents handle?
Ever since Chat became a customer service communication channel people have wondered how many Chat sessions can agents handle. You’ve experienced the Chat channel as...
Amazing: 13-year olds are leading contact centers
As a parent my desire is to teach my child something every day, about loving herself and others, about being a good citizen of...
What can contact centers learn from Tom Brady’s balls?
The jokes about Tom Brady’s balls, aka Deflategate, are almost endless, aren’t they? From the hilarious press conference by Florence (Mrs. Brady) Henderson to...
5 Ways to Show Customers Love and Get it in Return
One of the most important things that a business can focus on is showing customers love. Doing so enables lasting relationships with the customers....
Unearthing Time to Coach Contact Center Agents
Practice makes perfect. We tell our children this all the time. There is no way to become an expert at a task without investing...
How to Improve Agent Performance without the Ding
Many contact centers struggle with how to improve agent performance. Too fast, too slow, not good enough can create a very contentious relationship between...
Why FCR is more powerful than a genie in a bottle
A contact center manager was walking along a beach and found an old lamp. She picked it up and rubbed it and out popped...
Quality investments are like Granite Countertops
Have you ever built a new home? They say building a home is one of the most stressful activities you can ever undertake in...
3 Quality Benchmarking Lessons from Facebook
Social media outlets like Facebook provide a continuous update on how fabulous everyone’s life is. At any moment of the day there’s a new...
Gaining control of your contact center surveys
The idea of Performance evaluation can strike fear in the most confident of individuals. So can contact center surveys. Do you remember what it...
How courtesy can undermine agent performance
How can courtesy undermine agent performance? How does that happen? The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do...
Do customers need more empathy
Do customers need more empathy? How do you know? The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do you...
How the contact center can deliver your brand promise
The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Are your customers evaluating their level of confidence in the information...
Top Reasons the Quality and Training Programs Must Integrate
“Are your quality and training programs integrated?” is a question that was included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment....
Why your quality team should include customer experience experts
“Does your quality team include customer experience experts?” is a question that was included in the 29 Quality Assurance Mistakes to Avoid ebook and...
What is the first step to customer centric?
Dr. Jodie, we are ready to transform our customer experiences in the New Year. What are the first steps? – Jane B. Thank you...
Launching a customer-centric approach with Quality Assurance
This page was created in part for the Customer Insights to Action (CIA) Bulletin Newsletter; register here to subscribe. Dr. Jodie, for 2014 we want...
CX Bang with Quality Transformation
This page was created in part for the Customer Insights to Action (CIA) Bulletin Newsletter; register here to subscribe. Dr. Jodie, we are interested in...
Avoid the Hazards within the Quality Process
This page was created in part for the Customer Insights to Action (CIA) Bulletin Newsletter; register here to subscribe. Do you remember when your school...
Don’t waste time on Voice of the Customer Programs
This page was created in part for the Customer Insights to Action (CIA) Bulletin Newsletter; register here to subscribe. Dr. Jodie, we want to implement...