Jodie Monger

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 Surveys e-book and self-assessment. The e-book and self-assessment includes 26 questions because we threw in a bonus. The questions are...

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 you expected, was just the opposite? I don't know what's worse, having the bad experience or lying to your friend...

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 to be riddled with erroneous information. Every post-call IVR survey needs to be evaluated in a survey calibration process because...

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 Post-call IVR Surveys ebook and self-assessment. The ebook and self-assessment contains numerous diagnostic questions to help you to identify many...

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 and the other with Subway's foot-long sandwiches for coming up short. In both cases the customer expectations were clearly set...

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 Post-call IVR Surveys ebook and self-assessment. The ebook and self-assessment includes diagnostic questions to uncover many of the problems I...

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 in your world. It turns out that my mother has been dealing with a banking issue for some time now...

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 item they purchased, no matter how small. If customers don't get an immediate response or don't get what they feel...

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 is achieved through a variety of ways: external quality monitoring programs that uncover hidden issues, working through high customer experience...

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 survey link to discuss my satisfaction with the online experience. After about 6 minutes of clicking through the pages...

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 customer experience calls, dissatisfied customers completely destroying brick-and-mortar stores, customer service terrorists going on multi-social channel rants — these are...

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 genuine experiences customers have with a product or service. The knowledge shared by the customer, and thereby gained and...

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 the customer, uncover problem products, agent issues, service faults and organizational barriers. Additionally, it reveals the positive in what...

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 employee and company engagement, and create customer-centric environments, then it is critical to use survey calibration in your Voice of...

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 only after your company president shows up in the contact center? Is it after you are on the 5:00 news?...

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 institution) were more than three times as likely to open a NEW account, less than half as likely to defect...

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. In business, emotional decisions made every day without thorough customer experience analysis to support them is costing you tens of...

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? The HayGroup predicts that approximately 75% of retailers will experience an increase of holiday sales this year. Given the...

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 call center manager? You need someone with savvy business acumen to navigate through the ever-changing business landscape. Think about the...

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 s/he have? What attitudes or knowledge would s/he bring to the table? While you find some of your...

New Posts

CustomerThink