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.
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...
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...
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...
Customer sentiment and text analytics are all the rage these days, as organizations aim to differentiate themselves from the competition with the only thing...
Recently, I walked into my classroom for the upcoming term and braced myself for the exasperating questions that seemingly every class insists on asking:...
In late May, the QATC (Quality Assurance, Training and Connection organization) published the results of their quarterly survey on critical quality assurance and training...
Nearly a year ago, I wrote a blog entitled Self –Serve: Cheap can be very expensive about the high customer experience cost of...
The success of any Business Intelligence project is contingent upon people, not technology. Analysts and end users must work in concert to ask a...
The deployment of smart meters has generated a tidal wave of data for utilities to manage and beyond the initial data storage challenge, there...
A few weeks ago I had a mishap with an electronic billpay that brought together – and then set apart -three financial institutions. ...
Many of us in call centers chase the holy grail of higher agent tenure, assuming that agents will use the additional knowledge and experience...
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...
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...
Once a quarter, Customer Relationship Metrics holds its Customer Insights to Action (CIA) meeting. The meetings are open to all of our business...
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...
To those of you who have been wondering about or considering implementing virtual queuing into your call center, I hope you found the previous...
As the economy has deteriorated over the past three years, we've seen a number of our business partners become more aggressive in their...
Every organization has a group of customers that are held close and dear to the organization, whether due to loyalty program members, the revenue...
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...
Virtual queuing offers a new way to handle a very traditional problem in call centers – customers waiting, sometimes endlessly, to talk to customer...