Mattersight's CMO, Jason Wesbecher, walks customers through the importance of training employees on how to create emotional connections using Workstyle at Call to Loyalty 2016 Customer Love Day.

1. Love the One You’re With
Improving Awareness and Emotional
Connections with Workstyle
Jason Wesbecher

2. #call2loyalty
Why Emotional Connections Matter
“We found that emotion was the #1 factor
in customer loyalty across 17 of the 18
industries that we studied this time around.”
Megan Burns, Principal Analyst Serving CX
Professionals, July 2015
“Matching the personalities of customers and
employees has proved to provide
transformational benefit to organizations.”
Gartner Hype Cycle for Contact Center
Infrastructure, July 2015

3. #call2loyalty
Employee Testimonials from TrustRadius
“The behavioral typology is an excellent model to help employees understand and improve
how they communicate to others including customers, colleagues and in their personal
affairs.”
“I love learning about the specifics of styles: with the amount of information about each
personality type, I think it keeps the people extremely interested as well as eager to learn
more about the next type.”
“I am a huge advocate for this program, I don't see why any corporation, company or
anybody would not have a purpose for this. I feel that understanding the personality types
encourages performance enhancement; regardless if you're talking to a stranger, a family
member, employee or employer.”

4. #call2loyalty

5. #call2loyalty
Happy Employee, Happy Customer
Only 34% of employees are engaged at work. This figure declines significantly
as the size of the organization grows.
Engaging Employees: Big Companies Need the Most Improvement, January 2016.
Contact center managers need to keep their agents happy, if only to make it more
likely that customers will have positive experiences. In fact, customer service workers
that feel happy with the tools they use are more likely to be happy with their jobs and
to recommend their company as a place to work.
How to Measure and Improve the Contact Center Agent Experience, April 2015.
Compared with customers who have negative emotional experiences, those with
positive emotional experiences are more than 6 times as likely to buy more,
and more than 12 times as likely to recommend the company.
ROI of Customer Experience, October 2015.

6. #call2loyalty
Optimizing Chemistry is Fast and Impact is
Measurable
Take a quick personality
assessment
Agents take a brief
assessment to understand
their personality style,
communication preferences,
and distress triggers.
Get an instant
personality report
Agents receive
personalized reports
and video content tailored
to their strengths,
psychological needs,
and behavioral triggers.
Train your personality
intelligence
Through a program of
engaging videos, audio
clips, games, and quizzes
agents learn to identify,
understand, and connect
with specific customer
personalities.
See your team and
compare results
A company directory,
leaderboards, and
in-app rewards motivate
agents to understand
colleagues and compare
progress against
one another.

8. #call2loyalty
Jason Wesbecher, CMO
Jason.Wesbecher@mattersight.com