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.
Reducing volume in your call center is simple, hide your number.
I recently had a small issue with Verizon that I wasn't able to resolve on the web site. Not a big deal. ...
Call center agent empowerment leads to customer satisfaction and customer retention.
How many of you remember getting a gold star from your teacher for good work or good behavior? I remember thinking that the...
Does your return policy ultimately affect customer experience and satisfaction?
I recently ordered two wall hangings for my child's room and they showed up damaged. I was undecided about the picture situation, but...
Is UPS or FedEx damaging FCR in your Call Center?
I primarily shop online and therefore get many packages delivered. My UPS deliveryman never makes eye-contact, never says hello; he just tosses me...
Bad grammar yields bad service.
We wax on and on about targeted marketing and proper messaging, which is why it's so infuriating when the marketing and message are just...
Call centers don’t want your support; they can’t handle it.
We're taught from a young age to 'love thy neighbor', to be a conscientious citizen, to do the right thing. But often...
Great web content is key, but does anyone know it’s there?
Aren't we all focused on enhancing our web sites to handle common customer service issues and questions to help reduce call center costs (headcount,...
Is your IVR hurting your customer service?
After a very frustrating call trying to navigate my way through a certain furniture company's IVR system, I couldn't help but think, "Who the...
Creative customer service wins every time.
We're told all the time to 'think outside the box'. In school it meant looking at a passage in a book to see...
Are customers listening to your ‘marketing’?
How many of you still get solicitation phone calls at dinner time? Or odd offers via US mail? It seems like our personal data...
If good customer service is so easy, why isn’t everyone doing it?
You can fix stupid! For all the bad customer service that we see, feel (and sometimes even deliver), there are companies that consistently delight...
Where did all of the “smart” call center agents go?
The other day I was talking to one of our long-time clients and she said, "Jodie, we're running out of people that know stuff...
Who knows when call center agents burnout first?
My friend Julie has taken call after call as an agent for nearly 10 years. I have it on good authority that Julie...
Are the brands behind brand licensing branding their customers as suckers?
We expect a lot from our brands, plain and simple. So when we spend hard-earned dollars for name-brand products, we expect them to...
Is your sales team selling out your agents?
If you ask a call center agent how many times a day they get yelled at by customers, the answer is too often –...
Social media in the call center.
As a call center professional, you have come to expect, accept, and perhaps even thrive on the fact that this is an ever-changing business...
Socially inept: When the wrong social media channels affect your brand.
Social media is no doubt a viable communication channel in CRM, but how it's used separates the successes from the failures. How many...
Does cheap drive your short-term decisions or your long-term customer loyalty?
I think the expression I use most frequently is, "cheap can be expensive". Sometimes when you're out scouring for a deal you lose...
Are your post-call surveys used for business intelligence or to beat up call center agents?
Are your post-call surveys considered to be business intelligence? Let's be honest, are we always ready for that honesty? Or are you...
Unreasonable expectation or true problem product?
Improving the customer experience or maintaining high levels of satisfaction is on every organization's priority list (and if it's not, it should be). ...