hero-about

Personality Matters

Most people think understanding personality is an art.
Mattersight has turned it into a science.

When two personalities click, their conversation is naturally going to be smoother and more productive. Pulling this off in a call center has serious implications. It translates into higher satisfaction scores, decreased churn, improved sales conversions, and lower costs.

When viewed through the right lens, language reveals personality. At Mattersight, we use one of the world’s most innovative personality models – Dr. Taibi Kahler’s Process Communication Model® (PCM). Because PCM is language-based, Mattersight can passively capture customer personality data without requiring the user to fill out a survey. Using voice or text, Mattersight can infer a customer’s communication preferences, psychological needs, distress triggers and personality profile — all based on analyzing the phone call.

PCM has widespread applicability. When it was developed at NASA in the 1960s and 1970s, it was primarily used to help with the selection and training of astronauts. In the 1990s, Bill Clinton leveraged PCM to help identify with voters during his first Presidential campaign. Today, PCM is being used to improve interactions in schools, businesses, and beyond.

Mattersight leverages PCM across our products. We have analyzed more than 1 billion phone calls and built more than 10 million behavioral algorithms to help our customers have more effective conversations. Over half of consumers say that their #1 annoyance is speaking to agents who don’t understand their needs. In fact, 92% would pick their ideal call center agent if they could. Mattersight’s PCM-based products answer their call.
 

Organizer

Logical, Organized & Responsible
 
Thoughts

Keys to Communication

Be specific, detailed and data oriented.
 
Be mindful of their time, show responsibility and work in a linear fashion.

Connector

Compassionate, Sensitive & Warm
 
Emotions

Keys to Communication

Be understanding, caring and personal.
 
Take your time with them and demonstrate sympathy to how they are feeling.

Advisor

Dedicated, Observant & Conscientious
 
Opinions

Keys to Communication

Show respect by using formal and professional language.
 
Listen carefully to what they are saying and acknowledge the importance.

Original

Spontaneous, Creative & Playful
 
Reactions

Keys to Communication

Be expressive, relaxed and playful.
 
Make them comfortable by speaking casually and react to their sense of humor.

Doer

Adaptable, Persuasive & Charming
 
Opinions

Keys to Communication

Keep points short and focus on action.
 
Start with the bottom line and give things an edge to keep the conversation interesting.

Dreamer

Tranquil, Imaginative & Reflective
 
Reactions

Keys to Communication

Be calm and give clear direction.
 
Steer clear of a “touchy feely” approach and present simple and unadorned bullet points.

Mattersight
300% ROI in just 90 DAYS CALCULATE MY ROI