Presented by: David R. Gustafson, Vice President of Marketing and Product Management, Mattersight
On Demand Date: November 1st, 2012
Join us in this webcast as we discuss why behavioral connection matters. Learn how you can immediately recapture the majority of the lost opportunity resulting from a caller-agent behavioral mismatch by adding behavioral data to your existing routing architecture.
Each person has different behavioral characteristics that define their personality and views, psychological needs and the way they interact with the world. How we communicate and the language we use provide a clear window into our personality and behavior. Mattersight's analysis shows that a behavioral mismatch between a customer and employee has a significant impact on business outcomes including 30-60% sales underperformance, 10-40% increased customer attrition and 20-35% increased customer service costs.
Given the business impact of behavioral connection, innovative companies are now taking advantage of technologies that incorporate behavioral analysis into customer interactions and are using the data to drive significant business value. The most impactful and transformational of these approaches is using predictive behavioral routing to automatically create the best customer-agent behavioral pairing.
In this webinar, you will learn
• The impact behavioral connection has upon business performance
• How behavioral and personality attributes can be used to improve contact center effectiveness
• How behavioral connection can be added to your existing routing architecture