Sales & Customer Service Trainer
August 07, 2015
Sales & Customer Service Trainer
Score 10 out of 10
Vetted Review
Verified User
Software Version
Build: 5.1.0.80127.77
Modules Used
- All of them
Overall Satisfaction with Mattersight Behavioral Analytics
We use Mattersight Behavioral Analytics extensively in our Sales and Service Departments to improve communication by decreasing distress, and tailoring our language to the person we are communicating with. It is currently only used in Sales and Service. It helps address miscommunication, escalated calls, and helps in using the right language per individual making them more open to opportunities.
Pros
- Improves Peer to Peer Interaction - Just by knowing each others personalities we gain a better understanding of where each other is coming from.
- Improves Supervisor to Rep Communication - Supervisors can tailor coaching to individual personalities gaining better results.
- Improves Customer Interaction - Clears the path for more productive dialogue.
Cons
- Reinforcement Materials - I would like to see more reinforcement material to keep the content fresh & so that it doesn't become just the portal.
- More Activities - for reinforcement
- Less Non interaction Time
- Less Caller Distress
- Improved De-Escalation
I haven't used any products similar to this. I have taken other test such as the Meyers Briggs & DISC and like that Mattersight focuses more on the "why" we have the preferences we do vs. just what we prefer.
Comments
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