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.
How well does your Big Data know your customers?
When it comes to growing your business, the ingredients are straightforward: have a good product/service, understand your customers' needs, have good, clean customer...
Post-call surveys are pointless if your agents synthesize the results.
Little kids get in trouble all the time, and when they're ready to come clean they'll often make parents promise not to get mad...
What stands in YOUR way from becoming customer centric?
Top companies are those that revolve their business models around their customers. Those that not only consider their customers in the design and...
Is social customer service spoiling us?
We live in an age of instant gratification and that most definitely applies to customer service. We expect good service when and how...
Solve your Big Data problems and stop blaming the ‘other guy’.
So your company has a big data problem and after much research you find CRM software (BI or Analytics Software included) you believe will...
When customer service terrorists strike!
Too many customers are gaining fame by attacking companies because their unrealistic customer expectations were not met. The fires are fueled by our...
Excellent customer service wins brand advocacy.
Anyone that's successful in business can tell you that what sets them apart from their competition is excellent customer service. We all know...
Do your customers fall into the ‘expectations gap’?
Does your organization have customers with different expectations than they should? How does that happen when your company should be setting proper expectations?...
Text analytics makes the most of consumer data.
I recently wrote a blog post focused on how companies are using social CRM. Everyone seems to be using social customer service to...
Are your siloed call center processes increasing customer effort?
When people find out what I do for a living they inevitably tell me about some awful customer experience they've had and ask if...
You need skills-based routing for social media interaction management too.
So you use skills-based routing for your call center, but your organization doesn't think it's necessary to apply the same principles to social CRM...
Are customers using crowdsourcing to find your products?
It's time to get a new TV so I went to my local electronics store see the choices. I wanted to compare the...
Text analytics adds the ‘why’ behind the numbers.
What do you do when one of your best selling products, your cash cow, your go-to, has decreasing sales revenue and can no longer...
You can’t always get the customer experience you want.
But if you try sometimes, you just might find you get —— a high amount customer effort and a lot of headaches. I...
Are unneccessary calls hiking up customer experience dysfunction?
What are your callers thinking about when they spend minute after minute on hold to speak to an agent? Probably among the thoughts...
How is Social CRM impacting your traditional customer service channels?
With Facebook pages and Twitter handles and this, that and the other, is anyone even picking up the phone anymore to be served by...
Holistic medicine for your call center; look at the whole customer experience.
Holistic medicine is a big picture view – the emotional, physical, psychological and environmental factors that contribute to a patient's overall health. Without...
Big Data done right can benefit brands and customers.
Everyone is abuzz over the 'new' Big Data trend and while most companies are floundering to analyze the data they already have, not to...
Customers take their service needs online – how is your social customer service?
Customers don't really want to pick up the phone to call you. They would rather not deal with you at all. And...
When your service fails, where do your customers go for self-service?
Here's a hint: it's not your company's web site. We've all been there. Frustration after a poor IVR or call center agent...