SOURCE: Mattersight Corporation

Mattersight Corporation

March 08, 2016 09:15 ET

Mattersight Launches Workstyle to Boost Customer Satisfaction and Employee Engagement in Call Centers

Innovative Application Pairs With Predictive Behavioral Routing to Provide More Satisfying and Productive Customer Conversations

CHICAGO, IL--(Marketwired - Mar 8, 2016) - Mattersight Corporation (NASDAQ: MATR), the leading provider of personality-based software applications, today announced the release of Workstyle, a lightweight SaaS app that helps call center employees enhance customer experiences by training them on how to improve personality connections. Combined with Predictive Behavioral Routing, Workstyle uniquely leverages the power of personality to improve service, sales, retention and collections interactions.

The launch of Workstyle is timely given recent findings by CEB, Forrester Research and others on the impact of emotion on customer experience and employee satisfaction. "Unfortunately, few CX programs pay as much attention to emotional experience as they do to functional experience," according to Megan Burns, VP and Principal Analyst at Forrester, in a recent blog post.* "That's partly because few people understand emotions very well."

Workstyle puts the same personality science that fuels Mattersight's suite of patented routing and analytics products into users' hands in an immediate, fun and highly relevant way. Through a series of enjoyable, personalized learning pathways, Workstyle users learn how to identify, understand and better connect with the various personalities they speak with each day.
Key features include:

  • A brief personality assessment for each agent, which concludes with a customized read-out of their personality strengths, needs and preferences.
  • Hundreds of rich media games and quizzes, which deepen the user's knowledge in a fun and engaging way.
  • Team analytics, leaderboards and in-app rewards to encourage engagement and reinforce key concepts.
  • Dynamic email badges that help users advertise their workstyles to the world.

With an elegant user experience and strong elements of game mechanics, Workstyle can deliver engagement in a way that traditional call center applications typically do not. Users quickly build the personality acuity to better connect not only with customers, but colleagues and managers as well -- something that is increasingly important to today's workforce. A recent Mattersight survey found that 50 percent of American office workers have stayed at an unsatisfying job because of positive emotional relationships, and that 65 percent would look for a new job because of poor internal communication. Workstyle offers companies an easy way to quickly foster the kind of positive, communicative culture that keeps employees happy on the job. Craig Howarth, Senior Director at Optum, says, "Workstyle is an effortless and engaging way to make personality part of our daily routine."

Mattersight CEO Kelly Conway says that Workstyle helps service professionals create more emotionally-connected customer experiences. "We all know how great it feels to instantly click with another person. Workstyle trains call center agents to create that kind of chemistry with both customers and co-workers. The result is a more satisfied customer and a more engaged agent."

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.

*You Can't Afford to Overlook Your Customers' Emotional Experience, Forrester blogs, July 22, 2015

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