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.
Do you think a 1-5 scale is the best?
"Do you think a 1-5 scale is the best?" is a question that was included in the 25 Mistakes to Avoid with Post-call IVR...
How to safeguard against customer experience inconsistencies in your call center.
Have you ever been disappointed going to a restaurant based on a friend's recommendation but the great food and service they raved about, and...
Does your VoC program take a shortcut and skip Survey Calibration?
If your data goes directly to the reporting platform from collection without survey calibration then expect your final Voice of the Customer (VoC) program...
Do you have a rule to keep your post-call IVR surveys very short?
"Do you have a rule to keep the survey very short?" is a question that was included in the 25 Mistakes to Avoid with...
The customer expectation will damage your brand.
Recently two highly-publicized customer expectations lawsuits have been in the news; one for Anheuser-Busch misrepresenting the alcohol content in a variety of its beers...
Does your company consider post-call IVR surveying to be a technology?
"Does your company consider post-call IVR surveying to be a technology?" is a question that was included in the 25 Mistakes to Avoid with...
Are your customer processes built on good intentions but fail operationally?
I bet your parents are like mine and love to share their call center experiences because they feel close to you when they deal...
Social customer service; a place for brand terrorists or an agent’s best friend?
We live in a fickle and demanding world where customers have little loyalty to us but they expect a lifetime of guarantee on the...
Profiting from Customer Experience Process Improvements.
We all strive to improve customer experience in our organizations but one thing is for certain, change is hard. Positive customer experience process improvement...
Web Experience Survey Mistake #1 – Trying to Measure WAY too much!
My bank sent me a survey invitation after I logged into my account to review my mortgage. I was happy to click on the...
Customer Relationship Metrics’ Most Comical Contact Center Stories
Sometimes it's good to take a break from the serious, so let's look back at some of our funniest stories. Wild, 10+ hour...
Post-call IVR surveys: the key to call center process improvement
The only effective way to capture the Voice of the Customer (VoC) is through post-call IVR surveys, where results are able to tap into...
The Best of Knuggets and Knuckleheads: Post-call IVR Surveys
You know that capturing post-call customer feedback is critical to your business. It allows you to keep your finger on the pulse of...
You cannot skip Survey Calibration in your customer experience VoC programs.
Customer experience data is powerful if you know how to unlock its valuable insights and make it actionable. If your organization wants to gain...
Real-time IVR Post-call Survey Alerts are a MUST
Where within your customer experience engineering plans do you meet head-on the failed service experiences? Is it only after multiple complaints? Is it...
The research proves it
A 2002 Harvard Business Review article stated that after a year, customers who were surveyed regarding satisfaction with a service interaction (with a financial...
Emotional decisions will cost you thousands without Customer Experience Analytics
It is human nature to make emotional decisions based on nothing more than a reaction to a feeling, even if it is irrational. ...
How will increased holiday sales impact an ever-widening customer service gap?
Do the fast approaching holidays fill you with dread at the thought of crowded malls packed with shoppers and incompetent, temporary store employees? ...
Designing the perfect call center manager – The next phase.
Aside from a knowledgeable, agent-friendly, capable leader at the helm of your call center, what else goes into designing the ideal prototype for a...
Crafting the perfect Call Center Manager.
If you could create the perfect call center manager, what would he or she look like? Specifically, what traits or management styles would...