Experience with Mattersight Behavioral Analytics
May 12, 2015
Experience with Mattersight Behavioral Analytics
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Mattersight Behavioral Analytics
Mattersight Behavioral Analytics is primarily being used within our Admissions and Enrollment Support department. We utilize the Mattersight system to help provide insight into the interactions between our students and our representatives. The system helps determine the communication styles of our representatives and the data analysis provided by Mattersight gives us a view into how well our representatives communicate with other styles, allowing us to pinpoint training opportunities that will help us ensure that we are always providing the highest level of customer service possible.
Pros
- Provide exceptional training to the general population and additional training to a company's personnel designated to be 'Certified Trainers'.
- Customer service is excellent. They often have gone out of their way to try to accommodate our needs, especially the training staff.
- Analyzing the communication styles - knowing the styles of our colleagues as well as our students provides great insight!
Cons
- Portal upgrades typically only happen 2-3 times a year, meaning if a change in functionality is needed quickly (ie - change in gov't regulations) it may not be able to accommodate.
- Have had numerous problems capturing all of the calls within our Cisco environment.
- Better customer service
- Pinpoint training needs of groups and individuals
- Increased efficiency of managers when observing calls
Comments
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