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.
The concept of guiding patronage behavior can be traced all the way back to ancient Greece and in the print media back to the...
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...
"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...
"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?" is one of many questions that is included in the 25 Mistakes to Avoid with...
"Is the information you collect primarily used for contact center agent performance measurement?" is a question that was included in the 25 Mistakes to...
Do you want to know if internal quality monitoring (IQM) scores help you to answer, what was the customer experience? You are continuously asked...
"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 one of the self- assessment items in the 25 Mistakes to Avoid with...
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...
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,...
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 terrified that agents will try to cheat the process?" is a question that was included in the 25 Mistakes to Avoid with...
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?" is one of the questions in the eBook and self-assessment 25 Mistakes to Avoid with Post-call...
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...
Contact centers are staffed with nice people who easily become punching bags. These people are ready and willing to answer questions and serve internal...
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 you from collecting multiple customer comments?" is one of the 26 items outlined in the 25 Mistakes...
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...