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.

How to Improve Agent Performance without the Ding

Many contact centers struggle with how to improve agent performance. Too fast, too slow, not good enough can create a very contentious relationship between employees and management. Sometimes the relationships turn toxic. Toxic Will Not Improve Agent Performance Nobody that works in a contact center wants it to be a toxic environment. And to many [...]

How to Implement a Lean Quality Assurance Program

When your contact center is faced with a process issue, how easy is it to fix it? Once you spend countless hours identifying the issue and come up with a solution, will that be enough to get buy-in from senior management to proceed with a fix? What happens when upper management asks for proof that [...]

Why FCR is more powerful than a genie in a bottle

A contact center manager was walking along a beach and found an old lamp. She picked it up and rubbed it and out popped a genie. The genie said, "Okay, you released me from the lamp, blah blah blah. This is the fourth time this month and I'm getting sick of these wishes so instead [...]

Contact Center Budget Wars: New Armor to Defend Against Cuts

Life in this decade is full of more contentious situations than life in the previous decade. Remember the days when you peacefully focused on spending your contact center budget so you could eagerly request for more in the coming year? It was great, budgets were ever-expanding and the resources to meet the demands were not [...]

By | 2016-12-05T15:14:37+00:00 October 16th, 2014|Call Center Operations, Customer Experience, FCR|0 Comments

Neither Qualitative NOR Quantitative VoC Data Works

Most VoC programs utilize only quantitative measures. This is not particularly surprising. Researchers and analysts tend to take a great many statistics classes and, as such, specialize in the manipulation of numbers. But quantitative voice of the customer data is not enough to be successful with customer experience management. It is rare to find a [...]

Quality investments are like Granite Countertops

Have you ever built a new home? They say building a home is one of the most stressful activities you can ever undertake in life. I agree. It was one of the most stressful endeavors I ever had! There is a seemingly infinite number of decisions to be made. It’s not at all like taking [...]

3 Quality Benchmarking Lessons from Facebook

Social media outlets like Facebook provide a continuous update on how fabulous everyone’s life is. At any moment of the day there’s a new post about something fabulous. But beware of trying to compare the happy summaries you see to your own life. It’s crazy to get sucked into that comparison game and it can [...]

Gaining control of your contact center surveys

The idea of Performance evaluation can strike fear in the most confident of individuals. So can contact center surveys. Do you remember what it feels like on the morning of an important test? A final exam? Or a presentation for that huge project? I remember very clearly the moments before my dissertation defense, thinking how [...]

How courtesy can undermine agent performance

How can courtesy undermine agent performance? How does that happen? The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do your customers rate your agents’ level of courtesy as part of your current quality process?” The e-book contains questions that are designed to help you uncover issues with Quality Assurance programs [...]

By | 2016-12-05T15:14:41+00:00 April 23rd, 2014|Call Center Quality, Voice of the Customer|0 Comments

Do customers need more empathy

Do customers need more empathy? How do you know? The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do you include the customers’ rating of agents’ empathy to their situation as part of your current quality process?”  The e-book contains reflective questions designed to uncover opportunities with Quality Assurance programs within [...]

By | 2016-12-05T15:14:41+00:00 April 17th, 2014|Call Center Quality, Voice of the Customer|0 Comments

How to raise customer confidence with your contact center agents

The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Do your customers rate their confidence in the answer provided by the agent as part of your quality process?”  The e-book contains questions designed to uncover opportunities in Quality Assurance programs within customer contact centers. A major task for management is to [...]

By | 2016-12-05T15:14:41+00:00 April 10th, 2014|Customer Experience, Quality Assurance|0 Comments

How the contact center can deliver your brand promise

The 29 Quality Assurance Mistakes to Avoid e-book and self-assessment includes the question “Are your customers evaluating their level of confidence in the information provided to them as part of your quality process?”  The e-book contains a thought-provoking self-assessment that is designed to create self-awareness and leading practice awareness. Unlike benchmarking your Quality Assurance program [...]

By | 2016-12-05T15:14:41+00:00 April 3rd, 2014|Quality Assurance|0 Comments

Top Reasons Quality and Training Programs Must Integrate

“Are your quality and training programs integrated?” is a question that was included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. The ebook and self-assessment includes diagnostic questions to uncover common problems of the long history of Quality Assurance in contact centers. As a fallback, it’s natural to seek benchmarking reports for [...]

By | 2016-12-05T15:14:42+00:00 February 11th, 2014|Customer Experience, Quality Assurance|0 Comments

Unique results with quality assurance

We would like better results on our post-call IVR surveys, we are looking to enhance our customer experience performance. Where do we start?   – George M. Thanks for your question, George. If your customers are like most, they are raising their expectations continually. So you are right to look at what you are doing to [...]

By | 2016-12-05T15:14:43+00:00 February 7th, 2014|Quality Assurance|0 Comments

Why your quality team should include customer experience experts

“Does your quality team include customer experience experts?” is a question that was included in the 29 Quality Assurance Mistakes to Avoid ebook and self-assessment. The ebook and self-assessment includes diagnostic questions to uncover many of the problems that have been perpetuated over the decades-long history of Quality Assurance in contact centers. Benchmarking makes it [...]

By | 2016-12-05T15:14:43+00:00 February 5th, 2014|Quality Assurance, Quality Monitoring|0 Comments

What is the first step to customer centric?

Dr. Jodie, we are ready to transform our customer experiences in the New Year. What is the first step to customer centric?  – Jane B. Thank you for your question, Jane. When you undertake what we call the Quality Assurance Transformation Process, the first step to customer centric you must take is to change your [...]

Launching a customer-centric approach with Quality Assurance

Launching a customer-centric approach with Quality Assurance Dr. Jodie, we want to change our existing approach to a more customer-centric approach.  Where is the best place to start?   - John D.   Thanks for your question, John.  Changing from a product-centric or company-centric approach to a customer-centric approach will certainly serve your company well in [...]

CX Bang with Quality Transformation

This page was created in part for the Customer Insights to Action (CIA) Bulletin Newsletter; register here to subscribe.   Dr. Jodie, we are interested in transforming the customer experience in our contact center but I’ve heard that traditional Voice of the Customer programs are not the best route any more.  Do you have a [...]

By | 2016-12-05T15:14:44+00:00 November 7th, 2013|Customer Experience, Quality Assurance|1 Comment

Avoid the Hazards within the Quality Process

When I think about hazards in the quality process in contact centers I think back to when I was in school and the teacher broke the class into groups for a project. If you’re like me, you inevitably ended up doing the lion’s share of the assignment (to make sure it was done right!), only [...]

Don’t waste time on Voice of the Customer Programs

This article was created from the Customer Insights to Action (CIA) Bulletin Newsletter; subscribe.  Dr. Jodie, we want to implement a Voice of the Customer survey program in our contact center but we aren’t sure where to start.  What do you suggest?   - Arnold H. Click to view larger image Thanks for your [...]