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.
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...
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...
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,...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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:...