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.
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
4 Steps on how to overcome your barriers. Part 3 of a 3-Part Series on Being a PITN
Through real world best practices, part 3 – the final chapter in this three-part series – highlights a few “how to” steps on overcoming...
How do you know you are a Pain in the Neck? Part 2 of a 3-Part Series on Being...
Yesterday I put it out there regarding a PITN and the barriers in doing business with organizations. In Part 2 of our 3-part...
Are you a PITN? Part 1 of a 3-Part Series on Being a Pain in the Neck
We all have someone in our life that is difficult to deal with or just plain obnoxious. Maybe it's a neighbor or a...