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It’s waaaay better than DISC, it’s Mattersight's Behavioral Analytics!
May 18, 2016

It’s waaaay better than DISC, it’s Mattersight's Behavioral Analytics!

Cassandra Fulcher | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Mattersight Behavioral Analytics

We use Behavioral Analytics (BA) not only as a source to monitor calls our staff takes, but as a great customer service and coaching tool. We make sure our management staff understands how to use Behavioral Analytics as a great coaching tool to use with staff and a great customer service tool our staff can use with our customers.
  • I love how the systems analyzes the callers so QA's are able to help guide the agent on how to better handle that style on the next call.
  • I love how the system runs reports for us. We no longer have to manually enter and produce reports, which is a "bear" of a project.
  • Behavioral Analytics helps me keep track of not only my team's progress, but the progress of team leads and supervisors doing coaching and QA monitors.
  • I wish you could string calls together, so I could here a call progress from beginning to end.
  • I wish that Behavioral Analytics had a way to go into the QA form and make updates instead of having to delete the entire monitor and start again.
  • I wish the system captured more than 10% of video, for screen capture.
  • I wish you could search for a call with a phone number.
  • I know this system has helped with customer service which in return makes customers happier.
  • I know this system has helped a lot of team leads and supervisors effectively coach their staff better.
  • I know it has helped the QA department get through to agents better through coaching opportunities.
  • DISC
DISC was more of just breaking people into categories. BA goes beyond that and gives you more insight and brings a little humor with it. I taught DISC for 5 years and never seen a class retain the information as much as I have seen them retain the information from BA.
I can't think of anything that would not benefit from Behavioral Analytics.

Using Mattersight Behavioral Analytics

2000 - The people that use the BA systems are the QA trainers to train the new staff and we also do quality monitors. PSRs use the system to review coaching notes and quality forms. Supervisors use BA to coach and keep track of quality scores. Managers and directors use the system to keep track of the production floor.
5 - Quality and training along with Work Force Management work directly with Mattersight to maintain the system. It is kept in house for the most part because hardly anything goes wrong. The two departments reach out to Mattersight for changes to be made since are company is ever changing. As for skills needed to support the system all you need is general computer knowledge, which most people hired for a call center have.
  • Quality monitors
  • Customer Service training
  • Coaching training
  • Trending reports
  • As a trend tracker
  • A way to see what other sites are doing
  • A great way to see were training could be lacking
  • To see calls from beginning to end
  • Additional refresher courses for customer service
  • Onboarding team leads and supervisors for being able to coach effectively
  • Help QAs coach more efficiently
BA has been a great asset to our company. Everyone loves to get involved and tell their stories. It is nice when you see an agent on they floor, several months after their training, and they are still talking to you about stories and events that happened in their lives and how it relates to the BA model.

Evaluating Mattersight Behavioral Analytics and Competitors

Yes - We did not have another product, but we did everything manually. We had created QA monitor scorecards from Excel and had to password protect them so agents could not change scores and sections. We also did nothing but email coaching, which was not very effective. This system has helped our company as a whole, quite a bit.
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
  • Vendor Reputation
  • Positive Sales Experience with the Vendor
  • Analyst Reports
  • Third-party Reviews
Price was a huge factor. We wanted a great tool, but because we are still growing and expanding we did not want to spend a great deal of money before we had the staff to train it too. Mattersight had great pricing and a very knowledgeable sales staff. Mattersight made everything seamless.
I don't think much would have changed except we would have been a little more prepared to give Mattersight a complete picture of what the company was looking at. Mattersight though has been great "coaching" us through the growing/challenging times. Mattersight is great and gives us no gruff when we are constantly having to change as our business grows.

Mattersight Behavioral Analytics Implementation

It was really nice to start slowly and train leadership and then slowly start implanting of BA to the staff. This helped with coaching and helped with new staff as they hit the floor. We found that this helped the staff relate and share stories to help with team dynamic. Great system.
  • Don't know
Yes - Yes the implementation was broken up in phases. First, the trainers were certified. Second the managers and supervisors were trained. Third, all the existing agents were trained. Lastly we trained all the new staff. We have done this at all of our hubs. We are still training PSRs every week and hopefully soon we will incorporate this into all departments.
  • Having the supervisors and mangers remember their training
  • Having staff remember to login to the system so their access was not revoked
  • Having staff remember their password they created from their PPI assessment

Mattersight Behavioral Analytics Training

  • In-person training
This was a great class. We learned so much about the program and our team through the on-site training provided by Mattersight. The trainers were very professional and playful at the same time. They really brought the training to life. The trainers were great at answering all questions and making sure we could train our staff in the same professional, yet fun, manner.
I love the roundtable meetings. This is a great way to come together with other companies that are also using the product. It is great to hear about how others train and hear some of their struggles and success stories, so we are able to make the best BA training out there.
The Quality tab was really easy to use. We did not have this tab yet when we first became certified. When the tab finally arrived, it was really easy to access and navigate through. It took maybe 15 minutes to walk through and then it took another 25 minutes to train the rest of our staff.

Configuring Mattersight Behavioral Analytics

The software's configurability is something, that as a QA&T certified trainer do not mess with.

Mattersight Behavioral Analytics Support

Mattersight gives great support. Every time I reach out to them I get a response within the hour, even if it is just to tell me that they will check into the issue. The staff always stays in contact and even after changes have been made or answers given they follow back up with you and make sure everything is going smoothly. The Mattersight team never makes you feel like you are burden and it feels that with every contact they grow a little more as well.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
About 4 weeks ago, our company changed around the quality monitoring form. I reached out to Mattersight to advise them of the change and tried to find out if we could get the form changed and if so how long would it take. We advised that we would have to go back to Excel forms until the change was made. Within 30 minutes of that email, I received a response back about how we would like the form to look. The Mattersight staff only had the whole form complete, changed, and uploaded within 2 days. It was amazing.

Using Mattersight Behavioral Analytics

It is easy to use and navigate. When I need additional help the User guide is fabulous.
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 function for finding agents
  • The heat map
  • The Quality Tab
  • Flters for finding calls
  • Finding the agent in the heat map because they did not take enough calls
  • Trying to find a call with screen capture

Mattersight Behavioral Analytics Reliability

This is such a great product.
We have not had any issues with BA's availability. It is always up and running. The only issues we run into is staff not logging in everyday because they already have so many systems up as it is. Other than users, BA is great and is always there.
The pages load very quickly. The reports are nice. I wish I could understand a little more about what is on the reports and what all the sections mean, but once you remove the information that is not needed the reports are easy to filter through and read. I do wish that we would get Outlook notification for comments and monitors.

Integrating Mattersight Behavioral Analytics

  • CareRadius
  • CRM
  • Outlook
This I am not to sure of. This is a back end Work force and IT question.
  • Outlook
Yes, as far as I know.
  • API (e.g. SOAP or REST)

Relationship with Mattersight

The staff was very patient and knowledgeable. They helped answer all questions at the start and they still continue helping answer any questions or issues that come along in the development. We are now in talks for other products as well.
Mattersight is a great company and they are always available.

Upgrading Mattersight Behavioral Analytics

  • Desktop Analytics with help with call flow
  • Being able to search for calls through phone numbers