SOURCE: Mattersight Corporation

Mattersight Corporation

August 16, 2016 09:15 ET

Mattersight Debuts Workstyle 2.0

Expanded Game Offerings and Deeper Analytics Drive Employee Engagement and Customer Satisfaction

CHICAGO, IL--(Marketwired - Aug 16, 2016) - Since its launch earlier this year, Mattersight Corporation's (NASDAQ: MATR) personality-based training app Workstyle has given service and sales agents across the country a fun, easy way to create more emotionally-connected experiences for customers and a more enjoyable, rewarding job experience for themselves. The SaaS pioneer recently implemented a host of product updates designed to bolster both of those outcomes. 

Workstyle is a lightweight SaaS app that helps call center employees quickly build personality acuity through games and quizzes that leverage the same science that fuels Mattersight's award-winning Predictive Behavioral Routing solution. Together, the solutions solve call center variability by optimizing 100% of customer conversations for personality.

Key updates reflected in the latest release of Workstyle include:

  • Integration with operational metrics: Training is mapped directly to specific user key performance indicators, including talk time, customer satisfaction and close rate. Stats are visible to users and supervisors, providing insight into both individual and team progress over time.
  • Expanded game offerings: New games address specific skills and scenarios for a highly personalized user experience, with fresh content added regularly.
  • More leaderboards and in-app rewards: Multiple ways to rank user engagement, and performance improves connectivity among employees.
  • A printable personalized report: Users can advertise their personality style and related attributes in their workspace, encouraging conversation and increasing personality awareness and understanding.
  • Streamlined assessment: New users can complete the initial personality assessment in half of the previous time, with equally reliable results.

"According to Gallup, 70% of U.S. employees are not engaged at work," said Mattersight CEO Kelly Conway. "On the flipside of that, companies with highly engaged workforces significantly outperform their peers in per-share earnings, so it's a problem well worth solving."

Conway says that the latest iteration of Workstyle was specifically designed to target the behaviors and outcomes that lead to increased employee engagement. "Workstyle gives employees the means to improve their skills in a way that's fast, easy and genuinely fun, and shows them tangible evidence of their progress. Add to that the improved relationships that result from personality awareness, and you have the recipe for a happy, engaged workforce, with all of the bottom-line benefits that drives."

To find more about how Workstyle can help make your customers love working with you and your employees love working for you, or to request a demo, visit work.style.

About Mattersight
Mattersight's mission is to help brands have more effective and effortless conversations with their customers. Using a suite of innovative personality-based software applications, Mattersight can analyze and predict customer behavior based on the language exchanged during service and sales interactions. This insight can then facilitate real-time connections between customers and the agents best capable of handling their needs. Mattersight's stack of patented SaaS applications has influenced hundreds of millions of shorter, more satisfying customer interactions. Organizations across the Financial Services, Healthcare, Technology and Telco industries rely on Mattersight to drive customer retention, employee engagement and operating efficiency. An independent research study documents the average return on investment for these organizations is 344%.

Mattersight offers a complimentary ROI calculator for businesses interested in seeing how its routing solution can improve customer experience and bottom-line metrics. To calculate your company's ROI with Mattersight, visit roi.mattersight.com.

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