14
Jump For Joy Marcel Korst Advancing the Understanding and Application of Personality Analytics
| Date post: | 08-Apr-2017 |
| Category: |
Software |
| Upload: | mattersight |
| View: | 133 times |
| Download: | 0 times |
Jump For Joy
Marcel Korst
Advancing the Understanding and Application of Personality Analytics
#call2loyalty
Looking Back: Emotions & Personality Matter
“Innovative CX makes a difference”
“Emotion is the most powerful lever for better CX”
“The best agents connect with different personality styles”
“Start with measuring emotion” & “use personality to measure emotion”
“Design for emotion in your customer experience”
#call2loyalty
Statsocial Uses Behaviors for Advanced Targeting
#call2loyalty
Statsocial Uses Behaviors for Advanced Targeting
#call2loyalty
Hirevue Uses Behaviors for Recruiting
#call2loyalty
Gartner Created a Personality Category
“Customer personality analysis evaluates customers according to their attitudes, communication or decision-making style….”
Hype Cycle for Customer Analytic Applications, 2016
Introducing Personality Labs
#call2loyalty
#call2loyalty
Personality Labs
ADVANCED ANALYTICS
BEHAVIORAL ANALYTICS
PERSONALITY MODELING
MattersightPersonality Labs
#call2loyalty
Digging for Gold in the Contact Center
200 300 400 500 600 700100
162.5M(866x)
350,000
300,000
250,000
200,000
150,000
100,000
50,000
CO
NV
ER
SAT
ION
S
SURVEYS187.5k
CONVERSATIONS
AVERAGE WORDS
#call2loyalty
More Than One Feeling
Joy Anger Sadness Fear
Fear
Sadness
Anger
Joy
No Others
Emotions Detected
58%
29%
9%5%
40%
39%
13%
8%
39%
25%
29%
7%
43%
21%
26%
10%
Base: 118,116 contact center calls across 11 large companiesSource: Mattersight Personality LabsAnalysis: Temkin Group and Mattersight Personality Labs
#call2loyalty
Joy Leads to the Best Calls Calls TransferredCall TimeNPS
Joy Anger Sadness Fear
0.49
1.251.06
2.40
1.40
0.81
1.221.34
0.82
3.53
1.87
0.87
CompanyAverage (1.0)
Base: 118,116 contact center calls across 11 large companiesSource: Mattersight Personality LabsAnalysis: Temkin Group and Mattersight Personality Labs
#call2loyalty
PersonalityLabs.org
Website Screen shot
#call2loyalty
How You Can Use Personality Labs
PUBLISHNEW
RESEARCH
EXPLORE RESEARCHARTICLES
INVITEGUEST
SPEAKERS
