Dr. Jodie Monger

/Dr. Jodie Monger

About Dr. Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics and a pioneer in voice of the customer research for the contact center industry. Before creating CRMetrics, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.

Where Are You on The Spectrum of Agent Performance

Far too many people that are responsible for Voice of the Customer programs in contact centers are consumed with getting their daily tasks done (and putting out the fires). To be more proactive and strategic, your focus should be to understand (and use) the Spectrum of Agent Performance. Having a heavy task burden inadvertently causes [...]

How many things should be measured on my Quality Monitoring Form?

How often do you think about how many things you should be measuring on your Quality Monitoring Form? Considering that many contact centers change or update their monitoring form because of dissatisfaction every 18-months, you probably contemplate it too often. Seeking your answers in benchmarking reports seems like an easy way to get some reassurance, [...]

Best Practices for your Quality Monitoring Form

Consider that best practices for your quality monitoring form is entirely different from what you have been standing behind. It is for most call centers. This is why the average time to redo monitoring forms is every two years. When quality monitoring forms are updated people merely make slight adjustments instead of implement the best [...]

What is the best scale for customer satisfaction surveys?

When trying to determine the best scale to use for customer satisfaction surveys, your decision should address these three important areas: What is the data collection methodology? How will the survey results be used? What is the best approach for analyzing survey results to insure value, accuracy, and accountability? What is the best survey method for [...]

How to take action with Call Center Analytics

A large part of the success of any contact center operation is dependent upon people; not technology as you might assume. Those measuring the customer experience and those delivering the customer experience must work in concert to define the specific business need to take action with call center analytics. NOTE: Is this article advanced for [...]

How many calls should agents handle in an hour?

Have you set a goal, or even a requirement, about how many calls your agents should handle each hour or for the day? Are the agents aware of how their hourly total is progressing? How many calls should agents handle in an hour? Click to Tweet Setting such a goal is natural. You can easily [...]

You are Doing First Call Resolution Wrong

There’s not much worse than being the subject of a “You’re Doing It Wrong” meme and it goes viral. It’s easy to find many examples of doing it wrong in our everyday life, including how we do our job and, fortunately, there’s no meme. What’s worse than doing it wrong? Worse than doing it wrong, [...]

By | 2017-03-31T14:24:53+00:00 March 31st, 2017|Customer Experience, FCR, IVR Post-call Surveys|0 Comments

For People on the Verge of Tripping on the self-service Line

Is it possible for self-service to trip up your customer experience? So how can you prevent your customers from falling down? In his interview at the Contact Center Demo & Conference (CCDemo) with our Jim Rembach, Chris du Toit of Jacada made me think about the best of both worlds. As I thought about knowing when [...]

Justin Robbins CCDemo interview takes me back to Kindergarten

You learned in Kindergarten all that you need to know to be an adult. That sounds like it is true for us call center veterans too. Remember a few decades ago when we learned to organize our focus into People, Process, and Technology? Justin Robbins Contact Center & Conference interview takes me back to kindergarten [...]

How many chat sessions can agents handle?

Ever since Chat became a customer service communication channel people have wondered how many Chat sessions can agents handle. You’ve experienced the Chat channel as a customer of some other company so you know the difference between a satisfying customer experience and one that left you frustrated. The Chat offer Have you found yourself clicking [...]

How we avoided contact center survey shelfware

What does my 80-year old Navy SeaBee underwater welder father know about today’s contact center operations? Well, he seeks the most direct and smartest path to address a problem with the caveat that cheap can be expensive. Do it right, do it well, or do not do it. As I work with contact center management [...]

Coach teenagers like you coach contact center agents

My only child turned 14 last week. You can likely relate to the way in which she can make this educated person feel pretty inept at times. All day long I use customer experience data to predict behavior and to provide fair and trusted performance evaluations for contact center agents. Wouldn’t it be nice if [...]

Are you a cool contact center manager?

Where is your cape? All of the cool contact center managers wear superman and superwoman capes. Why? Because they do it all for their company, for their customers, and for their agents. The everyday hero Sure it’s exhausting sometimes, but most of the time it’s just amazing what is accomplished every day by these Super Heroes. [...]

My Customer Experience Insights from Egypt

Tourism in Egypt used to be the country’s number one industry, as recently as 2010. Now, at the writing of this article and after the Revolution, tourism has dropped to less than half what it had been before the Revolution. What kind of customer experience insight do you presume from that? How does a vacation [...]

Why do customer experience leaders get promoted?

Another customer experience leader gets promoted and I have to start over again! I’ve lost count over the years of the number of managers who I work closely with to interpret the voice of the customer in their contact center – and then they are gone. I’m happy that they are promoted within the organization, [...]

Amazing: 13-year olds are leading contact centers

As a parent my desire is to teach my child something every day, about loving herself and others, about being a good citizen of the world, about something simple or complex. Generally I try to use business strategies to help me manage our family life, but there is a lesson I take from my child [...]

What can contact centers learn from Tom Brady’s balls?

The jokes about Tom Brady’s balls, aka Deflategate, are almost endless, aren’t they? From the hilarious press conference by Florence (Mrs. Brady) Henderson to the monologues on every late night show, we have been amused. Well, I’m amused, but I’m not a Seattle Seahawks fan. There is now serious doubt on the Patriots Super Bowl [...]

Customer Service Leaders are Ready to Invest in these Solutions

Building overwhelming agreement on an issue is not easy. Should your child’s school have a dress code? Is coffee good or bad for your health? Are dogs or cats better pets? Should the paper be over or under off of the roll? You can easily add to this list. One area which is not difficult [...]

5 Ways to Show Customers Love and Get it in Return

One of the most important things that a business can focus on is showing customers love. Doing so enables lasting relationships with the customers. While connecting with customers through a contact center can be difficult to show customer love, it has become a very effective path used by leading companies. Through their devotion to the [...]

Unearthing Time to Coach Contact Center Agents

Practice makes perfect. We tell our children this all the time. There is no way to become an expert at a task without investing the time to practice. We suffer from listening to 10 minutes of recorder practice every day so the Christmas concert and the Spring concert are good (relatively speaking, that is). Even [...]