Jodie Monger

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 a customer of some other company so you know the difference between a satisfying customer experience and one that left...

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 the world, about something simple or complex. Generally I try to use business strategies to help me manage our family...

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 the monologues on every late night show, we have been amused. Well, I’m amused, but I’m not a Seattle Seahawks...

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. While connecting with customers through a contact center can be difficult to show customer love, it has become a very...

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 the time to practice. We suffer from listening to 10 minutes of recorder practice every day so the Christmas concert and...

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 employees and management. Sometimes the relationships turn toxic. Toxic Will Not Improve Agent Performance Nobody that works in a contact center…

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 a genie. The genie said, “Okay, you released me from the lamp, blah blah blah. This is the fourth time...

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 life. I agree. It was one of the most stressful endeavors I ever had! There is a seemingly infinite number of...

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 post about something fabulous. But beware of trying to compare the happy summaries you see to your own life. It’s...

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 feels like on the morning of an important test? A final exam? Or a presentation for that huge project? I...

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 your customers rate your agents’ level of courtesy as part of your current quality process?” The e-book contains questions that...

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 include the customers’ rating of agents’ empathy to their situation as part of your current quality process?”  The e-book contains...

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 provided to them as part of your quality process?”  The e-book contains a thought-provoking self-assessment that is designed to create...

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. The ebook and self-assessment includes diagnostic questions to uncover common problems of the long history of Quality Assurance in contact...

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 self-assessment. The ebook and self-assessment includes diagnostic questions to uncover many of the problems that have been perpetuated over the...

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 for your question, Jane. When you undertake what we call the Quality Assurance Transformation Process, the first steps you must...

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 to change our approach and become more customer centric. Where is the best place to start? –...

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 transforming the customer experience in our contact center but I've heard that traditional Voice of the Customer programs are not...

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 teachers broke the class into groups for a project? If you're like me, you inevitably ended up doing the lion's...

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 a Voice of the Customer survey program in our contact center but we aren't sure where to start. What...

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