NICE Nexidia Analytics

As a trainer, it helped me adapt the language and style to meet the personalities of my trainees.

One of the first parts of coming to UHC is going through the Personality Profile Inventory as well as walking through Mattersight Behavioral Analytics. It's helpful in training and helping the new hire be self sufficient since they can reference back their calls and view their coaching opportunities themselves. They have a clear understanding of the different personality styles and how they may view something differently than they expect. It is most people's favorite part of training - getting to go over and go through the website!

It has been great. Through the heat maps we are now able to see trends for training opportunities. We are able to track NI and ATT for our PSRs. In addition to that with the knowledge of the 6 personalities our PSRs are able to connect with the caller easier. The personal training also gives our supervisor a better upstanding of her staff, allowing the supervisors to recognize distress and psych needs for their staff. The coaching is also used to demonstrate great calls and is used in our team meetings.

BA is always included during training, especially in my field (since I'm part of the communications training team). Whenever I share key concepts on effective and quality customer service - from simple First Language Influence discussion to complex market specific trainings, BA has played a huge role on ensuring that the agents' communication skills and styles are being matched with the providers.

We are better able to identify the behaviors and the distresses of employees. When an employee is in distress, mild or severe, the ability to learn and retain material is impacted. When you are able to not only identify stress, but actually avoid having it to begin with, the classroom is more able to engage in one another an the material being presented.

Agents look forward to the training. Once we get to the end of the week we actually see agents excited for the class, because they heard about it from other agents. Agents love the games and the humorous videos. Agents love the class so much that you will see them come and join, even though they have already been through it.

The ability to send coaching feedback right through Mattersight is effective and efficient.

It has been a great help with the agents in terms of understanding different personalities around them, may it be at work or in their personal lives. They have learned practical tips on how to manage different distress displayed by their consumers. It has evidently helped the business exceed the goals and resulted to higher customer satisfaction.

Behavioral Analytics is a required training for every new hire training class at my organization for consumer services. The training usually takes place within the first 6 weeks on the training course and is utilized throughout the rest of the training course as a resource to coach agents to their efficiency and quality for their recorded calls. Understanding the behavior model of each agent and caller helps the learning solutions team to identify areas of opportunity based on the agent's interaction with the members.

The same approach used for recognizing our customers language queues is also used when training our associates. This allows us to steer the training to the personality styles of each trainee. This has improved the overall training experience for both the trainer and trainee.

The impact Mattersight has had on training is minimal but it has made a large impact once team members are on the floor. This helps us quickly identify key areas that we need to focus on with our team members. It could be about building rapport with the customer so they are able to ask open ended questions to get to the root of the problem. It could be to acknowledge the customer's situation and let them know they are valued. Overall, we use the recordings to get our team members comfortable with speaking and negotiating with our customers.

It allows the agent to hear their own call since this is a platform they are able to access on their own. We have also allowed for them to do self study by finding and giving themselves their own opportunity areas.

We leverage their Behavioral Model to train representatives on soft skills and how to adapt to their caller's needs.

Agents love being trained in this but as a trainer I could utilize it more in the classroom. It has helped with a better understanding of the different preferences and I try to cater to that as mush as possible.

Provided ability to target specific representative behaviors for coaching.

Incredible results in getting team members to connect with personality styles of customers. Increased productivity as a result of these "connections with customers".

This program has given us the ability to allow our reps to listen to their own calls and to visibly see the picture of what is happening on their calls. In addition it has given them tools to help them work with the different personality types and has improved the level of service they have given.

As stated earlier, Mattersight has allowed us to implement a consistent approach to our coaching by staying true to the Mattersight model. Mattersight has granted coaches the ability to provide targeted coaching to our representatives in reviewing calls together. In addition, front-line users are now able to search for calls in their down-time; essentially allowing them to "self-coach", which has seemed to improve employee morale.

Mattersight is great for helping to train agents on *useful* interactions with customers and how to deal with difficult customers. It additionally helps with continued coaching and training.

The Mattersight BA resource can be used as a great coaching tool for agents. They are able to listen to their calls, view the analysis of the calls and identify the customer personality style.

We are currently in the process of training our agents on Mattersight. So far training has been going very well, it's easy to use and the Mattersight team that trained us to train our agents did a great job of providing what we need.

The Mattersight trainers knew their stuff. The support they provided when certifying our trainers here was excellent. In these Train the Trainer sessions, they made sure we were well equipped to train the rest of the business.

Our agents come out of Mattersight Behavioral Analytics training energized and ready to put their behavior profile knowledge to work. They really enjoy the coaching portal and the targeted feedback they get from their supervisors.

Mattersight seems a bit lengthy in terms of their overall training program but our agents are engaged. We believe that most agents want more training and when we have the capacity from the operation to do so, we should always use that time on them. It's an investment and we should continue to invest in products that will enhance our experience at all levels of the organization.

As a trainer, I feel that I am able to reach more people with the materials that I have to educate. I am able to have more efficient coachings with my class, and able to speak to their individual personality needs. If I have a classroom full of thoughts and opinions, I'm more direct and I leave out more entertainment pieces. If I have reactions and emotions, I tend to add more personal touch and make it more light.