We Just Analyzed 100 Million Call Center Conversations. You Won’t Believe...
If a picture is worth a thousand words, what do billions of words look like? Here at Mattersight, we found out the answer to that question last month, when we analyzed our 100 millionth call center...
View ArticleListening for the Click: How a Great Connection Can Change Your Life
It happened once with that guy at that thing. You weren’t interested in talking, but then he asked an innocuous question you couldn’t ignore without being rude. You struck up a conversation and now,...
View ArticleBehavioral Analytics’ Missing Piece
Do Behavioral Analytics keep you up at night … or, at the very least, occupy some of your mind space during the workday? As someone who’s more or less obsessed with the subject, I recently found myself...
View ArticlePersonality For the Call Center Win: An Interview with Dr. Brad Spencer
Personality. We talk about it a lot here at Mattersight, because it’s integral to who we are and what we do. What makes that integration possible is the Process Communication Model®, or PCM, the...
View ArticleWhy Call Centers Are Like the NFL
Sunday afternoon gluttony. Monday morning quarterbacking. Monday (and Thursday) night anxiety. NFL season is back and along with it, the irresistible inclination to apply football metaphors to every...
View Article3 Surprising Facts about Millennials that Call Centers Need to Know
The image of millennials as plugged in, disengaged and inclined to conduct as much of life online as possible is a powerful and pervasive one. Here at Mattersight, we wondered if the reality matched up...
View ArticleA Perfect Pair: 5 Ways Personality Pairing Will Improve Your Call Center...
In the late 19th century, the legendary American entrepreneur Marshall Field forever transformed the retail landscape — and single-handedly invented the concept of customer service — when he famously...
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7 Things That Make Austin Awesome
November 2nd is less than a month away, and we’re all getting excited to head to Austin and get our loyalty on in the Capital of Cool. Though we’ll only be there for 36 hours, we’re ready to grab the...
View ArticleHow to Send Your CX Soaring in 2016 [On-Demand Webinar]
The calendar may have changed, but CX isn’t budging from its place at the top of the buzzword heap. In fact, renowned customer experience expert Shep Hyken has declared 2016 “The Year of the Customer,”...
View ArticleHow to Deliver the One Emotional Experience Every Customer Wants
In spite of the fact that emotion has been repeatedly revealed as the biggest driver of customer loyalty, it remains the lowest-scoring component of customer experience. Clearly, not enough companies...
View ArticleHow to Fix a Bad Conversation
Conversation is a two-way street, and as we all know, that road can occasionally be rocky, winding or slow going. When it is, the best thing you can do is stop talking, take a step back and listen. In...
View ArticleRing, Ring: Call to Loyalty 2016 Registration is Now OPEN!
Last November — in spite of weather that shut down airports across the country — customer experience, customer service and call center pros from over 60 companies made their way to Austin, Texas for...
View ArticleCirque du Service: 7 Ways to Sprinkle a Little Magic into Your Call Center
Cirque du Soleil performances are like the sprinkles on a cupcake. They touch you in an emotional way and with a kind of whimsical flair. They make you want to eat the icing and skip the cake....
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Callbacks are Coming to Call Center Week 2016
The 17th annual Call Center Week Conference and Expo is in full swing today at the Mirage hotel in Las Vegas, and Mattersight is on site with a show-stopping booth worthy of the venue: SaaS and...
View ArticleHow Successful Brands Are Driving Customer Loyalty Now
“Go back 30 years, and product was the most important thing. Then it was the features and functionality the product provided. Now it’s the experience.” That’s Brian Gillespie, Comcast’s VP of...
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Call Center Week: AI, Chatbots, & a Sense of Community
Last week, the Mattersight team headed to sunny (and HOT) Las Vegas for Call Center Week 2017, the largest CX conference in the world! Over the course of the four day event, the Mirage hotel played...
View ArticleMattersight Issued Trend Identification Patent
Mattersight recently announced one of our newest patents, Trend identification and behavioral analytics systems and methods, which provides a machine learning-based framework for the real time analysis...
View ArticleA Perfect Pair: 5 Ways Personality Pairing Will Improve Your Call Center...
In the late 19th century, the legendary American entrepreneur Marshall Field forever transformed the retail landscape — and single-handedly invented the concept of customer service — when he famously...
View ArticleMattersight Attends Customer Contact Week 2018; Frank Suljic Joins Advisory...
Last week, Mattersight was represented by Frank Suljic, Senior Vice President of Strategic Sales, at Customer Contact Week (CCW) in New Orleans. The tri-annual event offers those within the call center...
View ArticleMattersight Presents Forrester and Accenture – Improve your Budget through...
Last week, Mattersight hosted a webinar featuring Forrester and Accenture that talked about ways that you can enhance customer engagement without sacrificing your budget. The hour-long session was...
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