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Performance Coaching

A positive customer experience starts with well-coached employees.
Give them the tools to succeed.

Your call center agents are often the only human connection a customer has to your brand. Mattersight® Performance Coaching makes every single one of those connections better.

Our structured process brings clarity and actionable insight to your call center dynamics. Deep data analysis reveals a detailed picture of employee activity and performance. Calls are indexed by metric, visually represented, and accessible in an intuitive desktop portal, enabling supervisors to show employees what they’re doing right, then coach them to do more of it.

With Mattersight Performance Coaching, our customers have been able to:

  • Decrease customer attrition by 25%
  • Improve the sales close rate of all agents
  • Reduce customer service costs by 35% or more
  • Narrow the gap between the strongest and weakest performers

Capabilities

  • Productivity

    Captures

    call interactions and desktop activity for detailed insight into productive vs. nonproductive time

  • Segment

    Segments

    agents into quartiles based on performance to better understand variability

  • Pinpoint

    Pinpoints

    individual improvement opportunities through heatmaps and customized dashboards

  • Coaching

    Identifies

    coaching opportunities using visualized calls that target specific business metrics

Mattersight
300% ROI in just 90 DAYS CALCULATE MY ROI