Jodie Monger

Give thanks to your customers.

As we begin Thanksgiving week, we are all thinking about the things for which we are grateful. For many, the list of thanks is comprised of family, friends, loved ones, freedom, security, employment, and health. Let's not forget to include customers on...

Can customer satisfaction lead to marriage?

Customer satisfaction comes in all shapes and sizes and, sometimes, it even comes in marriage proposals. With telephonic customer services there is very little to frame the expectation of what's to come beyond the preconceived perception of the company. So naturally customers...

Are your Call Center Survey Questions Delivering the Wrong Answers?

Using biased post-call survey results is highly dangerous as operational and call center agent decisions will be based on flawed information. The following are some of the common pitfalls you may not have considered with your call center survey. Biases and errors can arise from...

The Rest of the 13 Practices that Prove Your Company Cares about its People

As promised, here are the remaining 6 practices that prove your company cares about its people. We covered the first 7 practices already and those can be found here. As you may recall the entire 13 practices are an excerpt from Chapter...

13 Practices that Prove Your Company Cares about its People

Below is an excerpt from Chapter 2 of Survey Pain Relief where we focus in on how companies express the value they place on their human capital. Jeffrey Pfeffer, professor of organizational behavior at Stanford University, and a well-known and highly respected researcher and author,...

Deal with the RED flag before it’s a WHITE flag

Open-ended survey questions give customers the opportunity to give the reasons why they scored your company or your service they way they did.  The beauty of the Survey Calibration process is the opportunity to find Knuggets of wisdom that deliver Business Intelligence from the...

Don’t assume with FCR, ask.

The financial calculations behind the First Call Resolution (FCR) issue are simple to calculate if you have the proper variables.  To provide a valid response to the cost of repeat calls, a real-time customer feedback program is needed.  Call centers must measure the effectiveness...

T.M.I. from your customers?

Just when you think you have heard everything, you hear feedback from a customer and realize you haven’t.  During the customer experience measurement process, we ask customers to explain their rationale for scores on critical metrics and sometimes get “too-much-information” from them.  Our survey calibration process...

Warranties Gone Wrong

We all expect product warranties. Manufacturers manage the risk of having warranties. Often times, the two philosophies do not line up. The delivery of the warranty service is often not even maintained by the manufactures but through a separate organization. Many times the competing...

Communicating the Results – Part 3 of a 4 Part Series: Supervisors and Agents

Over the last two weeks, I’ve covered how to communicate the results of your call center to both the Executive Management and to the Operations Team. Today we will turn our focus to the Supervisors and Agents in your call center.  Again, it’s important...

Is the unabomber calling our call center?

Humans are creatures full of emotion.  Step in front of one when dealing with a product or customer service issue and watch those emotions ignite.  Call center agents hear just about everything when it comes to customers’ emotions.  Customers will scream, laugh, cry, name-call,...

Communicating the Results – Part 2 of a 4 Part Series: Operations Team

Last week I talked about how to communicate the results of your External Quality Monitoring (EQM) analytics to Executive Management.  In talking about, “know your audience” I was reminded of a trip to Greece.  Today as we turn our focus to the Operations Team,...

I have to use the bathroom, but let me take this survey first

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 is working, who is performing...

Communicating the Results – Part 1 of a 4 Part Series: Executive Management

A few years ago, my husband and I took a trip to Greece. We wanted to explore the countryside for a few days and decided to rent a car in Athens. At the reservation desk, the nice gentleman at the counter handed me a...

The Mounting Data Crush

Typically, our "Knuggets and Knuckleheads" are filled with customer comments and customer feedback that make you laugh or perhaps give you insight as to some pains and barriers your customers are experiencing FROM your organization. To shake it up, this Tuesday (instead of...

The road to customer acquisition: paved with good intentions but undermines retention

Yesterday, I received an email offer from a company I have been a customer with for over 5 years.  “Sign up today!  All new customers receive free shipping on any purchase.”  I opened the email and it contained additional savings for their ‘new customers’,...

Does your call center need to change its tune?

Your customers will tell you everything.  They’ll tell you when they’re happy; they’ll tell you when they’re not.  They’ll tell you when your choice of hold music is for the birds.  No, seriously.  Customers provide feedback on things that may seem small to you.  You...

4 Steps on how to overcome your barriers. Part 3 of a 3-Part Series...

Through real world best practices, part 3 – the final chapter in this three-part series – highlights a few “how to” steps on overcoming barriers and become less of a Pain In The Neck to your customers.  It begins with four vital questions…   Step…

How do you know you are a Pain in the Neck? Part 2 of...

Yesterday I put it out there regarding a PITN and the barriers in doing business with organizations. In Part 2 of our 3-part series, it's time to find out how you uncover that you are a PITN complete with customer barriers. I'll...

Are you a PITN? Part 1 of a 3-Part Series on Being a Pain...

We all have someone in our life that is difficult to deal with or just plain obnoxious. Maybe it's a neighbor or a sister in-law or even an employee. Whoever it is, we often leave a conversation with them thinking, "wow, he...

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