Jodie Monger

I love you call-center-agent-(wo)man!!

Call center agents are the face of our business.  We know this.  A ‘great face’ for a call center agent is not so clearly defined.  It does vary a bit from company to company.  In general they need to come across as competent, motivated,...

7 Survey Rules to Live by

How do we ensure that customer satisfaction results are a profitable business process in the contact center and elsewhere in the organization? To increase the value of the initiative, be certain that the research is done the right way, and not only done for...

Don’t lie to your customers, they’ll know.

Trust is the foundation for every relationship.  In our personal relationships, bonds with family members, friendships and marriage are built on this one word, trust.  Let’s face it:  people do business with people that they trust too.  Just recently, I went to a dealership...

Great Service + Happy Customer = Agent Advocacy

Just as customers love to tell you when they are dissatisfied, they love to tell you when they are pleased with their customer experience too.  Some like to take it a step (or several steps) further and become real advocates for your call center...

Internal Quality Monitoring Prohibits Customer-Centricity: A Case for 360QM

At the base of every organization is a fundamental goal to be profitable. Achieving this goal is largely dependent on employee performance. Therefore the management directive must be to optimize employee performance. In the contact center, agent performance must be a prime directive as...

Perception is Reality: Is the “Accent Effect” Hurting Your Agent Performance?

Say it isn't so. Actually, I do not think one contact center in the U.S. would knowingly allow conditions in the workplace that are unfair or knowingly subject individuals to hostile work environments. I would even go as far to say that some over-compensate...

In the World of Service, the Peso Could Cost You a Pretty Penny

You've read the statistics. You know that the Latino population will soon exceed every other minority group in the United States—in terms of both sheer count and (importantly) purchasing power. Has your organization decided to stake its claim on this increasing customer base? This...

Bolster Your First-Caller Resolution Metrics by Linking Agents to Customers

Contact center leaders are deluged with different CRM solutions that promise to reduce costs, heighten customer satisfaction and loyalty, improve productivity and do more with less. What to focus on with respect to the center's performance is often based on benchmark data attempting...

Please Come to Work

The contact center is a game of seconds and the more calls per month, the more a second per call means to the contact center as it related to money and customer service levels. We continuously hear about methods to improve schedule adherence for agents...

Money for Nothing

Here is one of the best ideas to make money that I have ever heard: Last month, I received an 8-page invoice from Verizon for $8.42. The service that we ordered had not yet been installed (an entirely different, an not unique, problem with...

What’s It Really Like? Experience Your Own Service

You have planned the service strategy of your organization and are responsible for the success. Success is defined by a number of metrics including customer feedback, operational cost, sales, etc. This is why you get out of bed each day. You...

How Have We Failed You?: Why I Closed My PayPal Account

After a very long time with PayPal, I closed my account. Why? I had a customer service issue and could not get anyone to help me. You may be thinking, "How is that possible?". As a customer service professional, I am much...

Rules of Disengagement? The Trek for Content

The Fall conference schedule is kicking off with the Annual Call Center Exhibition (ACCE) in San Diego next week. As I review my presentation slides, dust off my carry-on and look for travel size bottles of conditioner, I think about the 1,200 attendees...

Back to School …YEA or BOO?

Can you feel the change in the air? Back to school time seems like a more important change in the season than the New Year. This time of year has an effect on our staff (Yea or Boo?) and that change is...

Neglect Your Contact Center and You’ll Neglect Your Customers

Do you fully recognize the critical role that the contact center has within your organization? Far too few companies realize that the contact center is the company to your customers. The contact center can be a strategic weapon. It has been proven, repeatedly, that service...

The Voice of the Customer Makes a Powerful Coaching Tool

This article was edited from its original format for CRMGuru.com. Read the companion piece, Customer-Driven Training: Use the Voice of the Customer To Maximize Your ROI. Co-author: Anne Nickerson, author of Not by the Seat of My Pants, is the president and founder of Partners...

Customer-Driven Training: Use the Voice of the Customer To Maximize Your ROI

This article was edited from its original format for CRMGuru.com. Read the companion piece, The Voice of the Customer Makes a Powerful Coaching Tool. Co-author: Anne Nickerson, author of Not by the Seat of My Pants, is the president and founder of Partners in Development,...

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