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.
Mo’ big data, mo’ big problems.
A friend of mine works for a prominent university where one of his primary responsibilities is actively engaging with the alumni and athletic boosters,...
Just how much customer experience dysfunction am I paying for here?
Last week I told you about my alarm vs. phone company customer experience drama and raised the question of what part of each dollar...
How high is your Dysfunction Index?
Services for homeowners are intertwined. I need a phone line for my alarm system to be monitored properly. What happens when the...
As the ball drops this New Year’s, don’t drop it again with customers in 2012.
Tis the time of year when we're all making resolutions both personally and professionally. This year, pledge to halt the risk to your...
Do you have a social media strategy to nowhere?
In business we frequently see a very reactive approach when it comes to customer complaints or comments. If someone tweets something about a...
What are you teaching your children about customer experience respect?
Are you teaching your children to be good consumers? Not to be consumers of a lot of things but to BE a good...
Do your call scripts make call center agents better or dumb?
Guidelines and talking points sound different to customers than do call-controlling scripts. A call center agent who sounds like an advocate or advisor...
Was this an attempt to improve the Black Friday customer experience or not?
For the first time some stores got a jump on 'Black Friday' by opening on Thursday evening (Thanksgiving). After the leftovers from the...
Is your call center short-term focused and long-term blind like Wall Street?
I think more than anything where we fail in customer service, both in the call center and out, is the follow-up. We put...
Customers are demanding greater product quality in tough times.
At the end of October 2011, Customer Relationship Metrics published its quarterly Real-time Customer Experience Benchmarking Report to business partners. One of the...
Handling unrealistic customer experiences is on the rise for call center agents.
Plain and simple, things aren't built to last for a lifetime. There's a reason your grandparents had the same car for 20 years and...
Your agents are only as good as the processes behind them; so what’s wrong with your processes?
Being in the industry makes me hyper sensitive to call center service when I am a caller. I'd classify myself as a good...
The horror of customer experience consistency that misses the mark
You are probably like me and my friends. We are always quick to share a new find: a doctor, a handyman, a...
When you cut headcount is your customer experience bleeding?
I recently had to call the post office's customer service number regarding a change of address form that got screwed up. Monday I...
Healthcare costs set to skyrocket because of call centers, unless . . .
How did we get to the point where the Federal Government plans a hostile takeover of one-sixth of the American economy? Consumers abused...
Selling for service improves customer experiences in contact centers.
I was setting up my electricity for my new house and the provider offered to connect me to a third party that could coordinate...
Is your call center customer experience shocking or numbing?
Like many of you I am frustrated when I make a customer service call and I am asked for my account number (and other...
Is your call center equipped to quickly respond to negative social media?
When was the last time you woke up and thought, "I can't wait to have a relationship with my utility company today!" Probably...
Is your call center being setup for failure by your marketing department?
Targeting customers with the right message at the right time and getting that message into the hands of a decision maker is one of...
Does listening or analytics make you a leader in customer experience?
One of the best things to do if you want to be one of the customer experience leaders is listen. This requires...