Behavioral Analytics - A great tool for driving agent performance
Stephen Arnold | TrustRadius Reviewer
May 29, 2015

Behavioral Analytics - A great tool for driving agent performance

Score 9 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • FCR, CSAT, Desktop Analytics

Overall Satisfaction with Mattersight Behavioral Analytics

Mattersight Behavioral Analytics is used in our customer service area to drive better agent performance by improving visibility of KPIs and helping agents identify guest personality profiles. The well organized and insightful dashboard allows us to quickly identify areas of opportunity, resulting in more targeted coaching. No longer must we search through a large number of calls to find that coachable opportunity. Mattersight serves them up by category allowing for a more efficient and beneficial coaching session.
  • The personality profile assessment helps the agent understand their own personality and how to effectively communicate and engage with our guest that may have a different profile.
  • Categorization and "painting" of the call in the well organized dashboard allows us to easily identify call types the agent may struggle with. The painted call shows us what parts of the call contain those coachable moments.
  • The built in coaching portal provides a robust mechanism for sharing feedback between agent and supervisor.
  • I would like to see Mattersight develop additional functionality around customer insight to drive more real-time feedback on what the customer is saying. Knowing what is trending would allow us to quickly asses and react to spikes in call volume.
  • Mattersight has helped us improve overall CSAT by reducing non-interaction time, decreasing average handle time and improving customer engagement.
While there are many products on the market for speech analytics, Mattersight does a very good job of driving improvements in agent performance through very targeting coaching.
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.
The Mattersight Behavioral Analytics tools ability to categorize and analyze each call has really improved our coaching effectiveness. The heat maps and performance quartiles allows our supervisors to more efficiently drive performance by coaching to agent behaviors. The system allows us to dig in to what is driving success with our top performers and apply this learning to our agents that struggle.
Mattersight is well suited for driving agent performance and has a robust coaching portal.