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.

Marketing Attacks Ambush the Customer Experience

Preventing marketing attacks from ambushing the customer experience The concept of guiding patronage behavior can be traced all the way back to ancient Greece and in the print media back to the 1600s. I’m sure you’ve felt the impact of an effective marketing campaign and can personally attest to the success of such efforts on [...]

By | 2016-12-05T15:14:45+00:00 September 30th, 2013|Customer Experience, Marketing, Voice of the Customer|0 Comments

Survey Questions that Suck

This page was created in part for the Customer Insights to Action (CIA) Bulletin Newsletter; register here to subscribe. You've heard that "communication is a lost art form" and can test that theory easily by asking your child what they did at school today. You will likely hear a mumbled 'nothing'. Surely, the child did something at [...]

By | 2016-12-05T15:14:45+00:00 September 26th, 2013|Customer Experience, IVR Post-call Surveys|0 Comments

Why you need skip patterns in your contact center surveys

“Is your post-call IVR survey missing conditional skip patterns?” is one of the questions that are included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The effort to compile what works, based on scientific evidence, is to eliminate dysfunctional practices that are prevalent in the industry and help you to [...]

By | 2016-12-05T15:14:45+00:00 September 19th, 2013|IVR Post-call Surveys|0 Comments

Why you need real-time alerts when a customer’s problem is unresolved

“Are you missing the ability to receive a real-time alert when the customer states their problem is still not resolved?” is one of many questions that is included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The purpose of the eBook and self-assessment diagnostic questions is to help others leverage [...]

By | 2016-12-05T15:14:46+00:00 September 4th, 2013|IVR Post-call Surveys|1 Comment

Do all of your customers receive the same survey?

“Do all of your customers receive the same survey?” is one of many questions that is included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. Constructing the eBook and self-assessment diagnostic questions was due to an unyielding passion and purpose. The purpose is to help others leverage customer insights to [...]

By | 2016-12-05T15:14:46+00:00 August 30th, 2013|Customer Experience, IVR Post-call Surveys|0 Comments

Is your contact center survey primarily used for agent performance measurement?

“Is the information you collect primarily used for contact center agent performance measurement?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys e-book and self-assessment. The questions are an accumulation of more than 20 years of experience designing and operating post-call IVR survey programs in contact centers.  Many [...]

Internal Quality Monitoring is unable to answer the quality question

Do you want to know if internal quality monitoring (iQM) scores help you to answer, what was the customer experience? You are continuously asked how well the contact center is serving the customer – how well is service delivered to customers who call to resolve a problem or to ask a question? In many contact centers, they [...]

Is building a survey core competency a good idea?

“Do you think building another core competency such as surveying is a good idea?” is a self-assessment question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. Since inventing post-call IVR surveying for contact centers over 20 years ago, we have seen many examples of program plans that [...]

Is the Marketing Department your call center survey support group?

“Is the Marketing Department your call center survey support group?” is one of the self- assessment items in the 25 Mistakes to Avoid with Post-call IVR Surveys. This eBook consists of items designed to highlight attributes that are barriers to a successful customer experience measurement program. Take advantage of our knowledge and experience accumulated over [...]

What scale should I use for my customer satisfaction surveys?

When selecting the best customer satisfaction survey scale to use, the decision should be driven by several key points: What is the methodology for the measurement project? What is the intended use for the results? What are the best analytics to accurately interpret the results? What is the methodology for the customer experience measurement project? The research [...]

Will automating the transfer to post-call IVR surveys prevent agents from cheating?

“Do you agree automating the process for callers to participate in post-call IVR surveys will prevent agents from cheating?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys eBook and self-assessment. The eBook and self-assessment includes diagnostic questions for you to uncover problems in your program that I [...]

By | 2016-12-05T15:14:48+00:00 May 2nd, 2013|FCR, IVR Post-call Surveys|0 Comments

Why isn’t your customer experience program a top priority?

You probably made your customer experience program a top priority five short months ago when you sat down to make your New Year’s resolutions for your contact centers. Let’s do a gut check…did the priority to better your customer experience program fall by the way side just like your resolution of a smaller waistline? I’m [...]

Are you afraid contact center agents will try to cheat your survey process?

“Are you terrified that agents will try to cheat the process?” is a question that was included in the 25 Mistakes to Avoid with Post-call IVR Surveys e-book and self-assessment. The e-book and self-assessment includes one bonus question so you actually get 26. After 20 years experience designing and operating post-call IVR survey programs in [...]

Why you can’t afford the contact center of tomorrow

The reasons why you can’t afford the contact center of tomorrow may not be for the reasons you think. It used to be that anyone who could type and was nice, was perfect to sit in a call center seat. Well, it’s not 1980 anymore and we have contact centers now. The archaic mindset of [...]

Does your data collection system prevent conditional branching?

“Does your data collection system prevent conditional branching?” is one of the questions in the eBook and self-assessment 25 Mistakes to Avoid with Post-call IVR Surveys, the compilation of the mistakes I have seen in the twenty years since inventing the post-call IVR survey methodology for contact centers. Take the self-assessment to determine where your [...]

This is a Voice of the Customer Cluster You-Know-What

A 15-person conference call to discuss your Voice of the Customer (VoC) program is a great example of a cluster you-know-what. Have you been on a conference call that is supposed to let all the departments weigh in on collective issues about the VoC customer program that turns into 90 minutes of your life you’ll [...]

Why contact center leaders feel like punching bags and how to fight back

Contact centers are staffed with nice people who easily become punching bags. These people are ready and willing to answer questions and serve internal (in addition to external) customer needs. If you say jump, these kind contact center agents simply ask, how high? It is becoming more widely accepted that the contact center is the [...]

Why selling in service contact centers fails and how to fix it

When you think of a typical salesperson what comes to mind? Do you immediately conjure up visions of multi-colored flags, ‘zero-money down’ signs, and some sleaze-bag car salesman telling you to buy the over-priced lemon of your dreams? The term, salesperson, quickly makes us imagine this derogatory image, something that we do not want to [...]

Does your current post-call IVR survey prevent collecting multiple customer comments?

“Does your current post-call IVR survey prevent you from collecting multiple customer comments?” is one of the 26 items outlined in the 25 Mistakes to Avoid with Post-call IVR Surveys e-book and self-assessment. There’s a bonus item to make the total 26. Answer the diagnostic assessment questions to uncover issues with your own post-call survey program. You [...]

Is your post-call IVR survey program an internal auditor?

How many of you are using post-call IVR surveys in your Voice of the Customer (VoC) customer experience programs? Good. Even if you are not, this will be of interest to you because they are in your future. In the contact center industry, you never want to say “never”. Now, how many of you believe [...]