BA all the Way!
May 18, 2016

BA all the Way!

Rossia C Jones | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Mattersight Behavioral Analytics

Mattersight is used by my organization as a tool to assist our agents with recognizing their own communication preferences, as well as our customer’s so we know how best to connect with them. It has helped improve our survey scores and overall customer satisfaction. Understanding someone is the first step in connecting with them and the Behavioral Analytics Portal assists our organization with achieving this goal.
  • The portal allows for easy coaching to our agents.
  • Behavioral Analytics allows agents to see the personality of a particular caller and learn ways to better connect with them.
  • The portal is a great way to analyze data for coaching purposes.
  • The site goes down often.
  • Better customer service.
  • More confidence in agents.
It is well suited for obtaining call data and providing coaching feedback.