Coaching the Right Way
Anonymous | TrustRadius Reviewer
Updated May 29, 2015

Coaching the Right Way

Score 9 out of 10
Vetted Review
Verified User
Review Source

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.
  • 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.
  • 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.
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.
Mattersight BA has improved how our supervisors coach their associates. It has given them a standard for selecting calls to coach. This consistency helps across the board so the coaching is effective.
It is appropriate for service areas, but every department can benefit from a better understanding of personality styles. It would be helpful to have training materials for those who are not on the phone taking customer calls, but who do communicate with internal departments over the phone.

Using Mattersight Behavioral Analytics

Overall, navigating in the system is easy.
ProsCons
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