Coaching the Right Way
Updated May 29, 2015
Coaching the Right Way
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Mattersight Behavioral Analytics
Mattersight Behavioral Analytics is being used by our customer service reps to identify the personality styles of callers. This has helped reps to adapt their approach to the caller. They are able to recognize language clues. They can understand how their individual personality style affects their calls and relationships with co-workers. Our management staff reviews the data so that they can appropriately and effectively coach employees. Our training team utilizes Mattersight Behavioral Analytics to help supervisors fine tune the quality of their coaching so it is more effective. When used effectively, Mattersight reduces irate calls, multiple calls and improves overall customer satisfaction.
Pros
- Mattersight BA provides excellent examples of language clues for personality styles.
- They have interactive and entertaining exercises.
- Mattersight BA has an easy-to-understand test for identifying your PPI results.
Cons
- The PPI could be covered earlier in the sessions.
- Enhance the training materials with new videos.
- More efficient and meaningful coaching sessions
- Improved customer service
- Better interdepartmental relationships
- Better supervisor-employee relationships
Verint will allow us to record and retrieve calls, however there is not an analysis or coaching component to it. The analysis must be completed by the auditor or supervisor.
Using Mattersight Behavioral Analytics
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Search for personality types
- Service facilitation materials
- The heat map
Comments
Please log in to join the conversation