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.
SmartGrid Warning: Impending Rolling Blackouts for Utility Service
A loss of power is looming over the utility industry and the problem will be far larger than anyone expected. Remember the days...
The whole IS greater then the sum of its call center parts
Imagine this scenario: Some time ago you purchased an electronic gizmo and its product protection plan at a national retail chain. Now...
3 Call center mistakes that could kill your business
One of the things I love most about my role as VP of Analytics and Client Services here at Customer Relationship Metrics is identifying...
4 Best Practices to Make Call Center Santa’s Nice List
Now that we've talked about the “Naughty List,” let's move on to the “Nice List” of call center practices I've seen this year. ...
4 Practices to Avoid Call Center Santa’s Naughty List
This holiday season I find myself thankful for the many gifts in my life – family, friends (new & old), health, joy, talented co-workers...
Remote Call Center Agents Damage Net Promoter Score: A Case Study
This call center case study highlights the challenges one organization faced after transitioning from in an house call center to a remote call center...
New advancement in training: Just throw ’em under the bus!
As part of our customer intelligence services, I take our business partners through the analysis of their survey results on a monthly basis. ...
Show me the money! Part 3 of a 3-Part Series on IRR
Based on the previous two posts on this topic, you've probably come to the conclusion that Inter-Rater Reliability (IRR) is a far more rigorous...
Is your survey calibration process destroying agent morale? Part 1 of a 3-Part Series on IRR
As the economy has contracted over the two years, many organizations have focused on minimizing costs by reducing (if not eliminating) on-going training, quality...
What’s the difference between calibration and Inter-Rater Reliability? Part 2 of a 3-Part Series on IRR
In my 14 years in the call center industry, I have had many occasions to visit call centers in nearly every industry imaginable. ...
Is your Business Intelligence delivering ‘the goods’ like this?
In order to remain competitive in the marketplace, many manufacturers (also including some of our business partners) have responded to shrinking margins by buying...
Customer Satisfaction is a Sales Predictor: Do it right or you won’t get to do it again
Customer Relationship Metrics supports quite a number of business partners in the warranty / product support space – enough of them, in fact, that...
You hate your spouse’s selective hearing so why do it to your customers?
Earlier this week I attended a city council public hearing regarding the 2011 annual budget in my current hometown of Omaha, NE. I won’t bore you...
Avoid Call Center Schizophrenia from Pay for Performance – Part 2 of a 2-Part Blog Series
Whenever I have an opportunity to visit a business partner’s call center, I take a few minutes to conduct a rather un-scientific test, call...
Hey CFO, where will you outsource to now?
One of my most-memorable offshore customer-service experiences involves a Fortune 100 direct-to-consumer computer company. My power cord had stopped delivering power to my laptop,...
Self-serve: Cheap can be very expensive
Not so long ago in a land not too far away (Pennsylvania), I got completely swept up by the corporate culture of one of...