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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.

Marketing Attacks Ambush the Customer Experience

The concept of guiding patronage behavior can be traced all the way back to ancient Greece and in the print media back to the...

Survey Questions that Suck

You've heard that "communication is a lost art form" and can test that theory easily by asking your child what they did at school...

Why you need skip patterns in your contact center surveys

"Is your post-call IVR survey missing conditional skip patterns?" is one of the questions that are included in the 25 Mistakes to Avoid with...

Why you need real-time alerts when a customer’s problem is unresolved.

"Are you missing the ability to receive a real-time alert when the customer states their problem is still not resolved?" is one of many...

Do all of your customers receive the same survey?

"Do all of your customers receive the same survey?" is one of many questions that is included in the 25 Mistakes to Avoid with...

Is your contact center survey primarily used for agent performance measurement?

"Is the information you collect primarily used for contact center agent performance measurement?" is a question that was included in the 25 Mistakes to...

Internal Quality Monitoring is unable to answer the quality question

Do you want to know if internal quality monitoring (IQM) scores help you to answer, what was the customer experience? You are continuously asked...

Is building a survey core competency a good idea?

"Do you think building another core competency such as surveying is a good idea?" is a self-assessment question that was included in the 25...

Is the Marketing Department your call center survey support group?

"Is the Marketing Department your call center survey support group?" is one of the self- assessment items in the 25 Mistakes to Avoid with...

What scale should I use for my customer satisfaction surveys?

When selecting the best scale to use when measuring customer satisfaction, the decision should be driven by several key points: What is the methodology for...

Will automating the transfer to post-call IVR surveys prevent agents from cheating?

Why is this a problem? Automated is not the same as fool-proof. Dictionary.com defines automated: to apply the principles of automation to a mechanical process,...

Why isn’t your customer experience program a top priority?

You probably made your customer experience program a top priority five short months ago when you sat down to make your New Year's resolutions...

Are you afraid contact center agents will try to cheat your survey process?

"Are you terrified that agents will try to cheat the process?" is a question that was included in the 25 Mistakes to Avoid with...

Why you can’t afford the contact center of tomorrow.

The reasons why you can't afford the contact center of tomorrow may not be for the reasons you think. It used to be that...

Does your data collection system prevent conditional branching?

"Does your data collection system prevent conditional branching?" is one of the questions in the eBook and self-assessment 25 Mistakes to Avoid with Post-call...

This is a Voice of the Customer Cluster You-Know-What

A 15-person conference call to discuss your Voice of the Customer (VoC) program is a great example of a cluster you-know-what. Have you been...

Why contact center leaders feel like punching bags and how to fight back

Contact centers are staffed with nice people who easily become punching bags. These people are ready and willing to answer questions and serve internal...

Why selling in service contact centers fails and how to fix it.

When you think of a typical salesperson what comes to mind? Do you immediately conjure up visions of multi-colored flags, 'zero-money down' signs, and...

Does your current post-call IVR survey prevent collecting multiple customer comments?

"Does your current post-call IVR survey prevent you from collecting multiple customer comments?" is one of the 26 items outlined in the 25 Mistakes...

Is your post-call IVR survey program an internal auditor?

How many of you are using post-call IVR surveys in your Voice of the Customer (VoC) customer experience programs? Good. Even if you are...

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