Giving up coaching to metrics is a good thing.
May 12, 2015
Giving up coaching to metrics is a good thing.
Score 4 out of 10
Vetted Review
Verified User
Overall Satisfaction with Mattersight Behavioral Analytics
Mattersight Behavior Analytics is being used across all departments. It gave us the opportunity to focus our coaching on behaviors that can improve our numbers instead of just telling reps "get your stats up". It's a good coaching platform. Everyone is now focused on the same issues and when people change teams, the focus is the same. [There is a] consistent message throughout the company.
- It gives us real targets to aim at.
- It helps new supervisors understand what is important and what to coach to.
- Excellent portal design that makes it easy to find examples of behaviors to use in coaching. Far exceeding the functionality of Calabrio where we had hunt to for valid call examples.
- We are an organization that is used to hearing every conversation on every call. Through a combination of Mattersight issues as well as Esurance reluctance to put the right infrastructure in place to capture all calls, we don't have the same level of confidence from the organization that every call that should be captured is captured.
- We expect a high level of urgency for outage handling...even for one rep. Mattersight has gotten better but still not to my satisfaction.
- We, more often than not, report lost calls and outages to Mattersight and not vice versa. This, I would think, would be embarrassing to them that they don't have systems in place to proactively recognize these issues and report back to us. I have no idea how many reps calls we've lost until we have to search for them in a claims issue and find out its not there. Not impressive.
- Coaching works better because reps get to hear their calls.
- It's easier to identify CSR shortcomings and room for improvement.
- I'm not sure we've actually seen a lift in ATT, which was one of the primary goals.
- The cost for portal only users ( supervisors, QA, mgmt) is ridiculous and I think blew our ROI out of the water.