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Carmit DiAndrea

Carmit DiAndrea
Carmit DiAndrea is the Vice President of Research and Client Services for Customer Relationship Metrics. Prior to joining Metrics, Carmit served as the Vice President of Behavior Analytics at TPG Telemanagement, a leading provider of quality management services for Fortune 500 companies. While at TPG she assisted clients in measuring behaviors, and provided management services to assist in affecting change based on newly created intelligence.

Social media monitoring is like chasing smoke

There's something so interesting (and addictive) about social media. It makes even luddites feel tech-savvy; it's hip and new, and, according to some...

What is Business Intelligence?

Unless you've been actively hiding from all forms of media for the past year, you've heard about business intelligence. A Google search of...

Your quick start to the customer experience gold mine.

Mining and analyzing customer comments to understand sentiment is no longer a wish. It's a must. Based on years of experience, I suspect many...

What top three failure in your customer experience program are killing you?

Customer sentiment and text analytics are all the rage these days, as organizations aim to differentiate themselves from the competition with the only thing...

Tips to prevent creating your own contact center analytics shelfware.

Recently, I walked into my classroom for the upcoming term and braced myself for the exasperating questions that seemingly every class insists on asking:...

Why the Quality Assurance and Training Study Results Scare Me

In late May, the QATC (Quality Assurance, Training and Connection organization) published the results of their quarterly survey on critical quality assurance and training...

Trash the Canned Emails in Your Call Center

Nearly a year ago, I wrote a blog entitled Self –Serve: Cheap can be very expensive about the high customer experience cost of...

Do you need Steve Jobs to do your Call Center Analytics?

The success of any Business Intelligence project is contingent upon people, not technology. Analysts and end users must work in concert to ask a...

How to deliver bad news to ‘smart’ customers.

The deployment of smart meters has generated a tidal wave of data for utilities to manage and beyond the initial data storage challenge, there...

You vs. your competition, head-to-head, how’d you do?

A few weeks ago I had a mishap with an electronic billpay that brought together – and then set apart -three financial institutions. ...

Your agents (still) have an expiration date.

Many of us in call centers chase the holy grail of higher agent tenure, assuming that agents will use the additional knowledge and experience...

Are bad brand licensing agreements souring your brand image?

How many of you read the owner's manual before trying out your new hedge-trimmer/Blu-Ray player/ceiling fan/blender? How many of you have ever read...

Prove your C-Suite wrong

My first "real" job after college was at a third-party call monitoring company where I eventually launched an analytics department (and the rest is...

4 Fight back tips against your customers’ Social Media attack

Once a quarter, Customer Relationship Metrics holds its Customer Insights to Action (CIA) meeting. The meetings are open to all of our business...

Stop focusing on the wrong things in your call center.

In the call center we are very good at measuring stuff, especially stuff about agents! I'd be hard-pressed to think of another profession...

3 Top secret call center tips for budget friendly alternatives to Virtual Queuing Technology

To those of you who have been wondering about or considering implementing virtual queuing into your call center, I hope you found the previous...

Prioritizing unhappy customers, one call center’s approach. Part 3 of a 3-Part Series on Virtual Queuing

As the economy has deteriorated over the past three years, we've seen a number of our business partners become more aggressive in their...

How to calculate pulling the trigger on long call center wait times. Part 2 of a 3 Part Series...

Every organization has a group of customers that are held close and dear to the organization, whether due to loyalty program members, the revenue...

Look, if you don’t use my survey feedback, forget Mom

This is a wake-up call to all of you who measure (and measure and measure) the customer experience but do absolutely nothing with the...

Wait on hold or wait in line? That is the Call Center Question: Part 1 of a 3 Part...

Virtual queuing offers a new way to handle a very traditional problem in call centers – customers waiting, sometimes endlessly, to talk to customer...

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