CHICAGO, IL -- (Marketwire) -- 05/15/12 -- Mattersight Corporation (NASDAQ: MATR) today announced the launch of the newest version of its transformational Performance Management application for its Behavioral Analytics service. The Performance Management application identifies the largest area of opportunity for improvement for each individual employee, serves up the best examples for coaching on these improvement areas, delivers targeted and tailored coaching on these metrics, and tracks the performance improvement for each individual. The result is dramatic improvement in service, sales, collections, and customer satisfaction.
No two employees perform the same job the same way, and when every second of performance is analyzed to create new data on the important and relevant performance metrics for each call center and back office job function, the amount of variability in performance is shown to be very significant. This variability results in vastly different customer experiences and drives excess costs and sub-optimal service, sales, and collections operations. The complexity of capturing and analyzing every second of performance, turning this data into the relevant performance metrics, and then operationalizing these insights to drive behavioral change, has heretofore made it nearly impossible for companies to identify and significantly reduce the variability of employee performance.
Mattersight's Performance Management application solves these problems by capturing employee interactions and desktop usage; Mattersight then automatically analyzes every second of every captured interaction in the cloud, using millions of proprietary algorithms and unique behavioral models. The output of this analysis is hundreds of contextually accurate data attributes on every captured interaction, indexed by individual employee in a flexible data mart. Mattersight's Performance Management application leverages these analytics to automatically identify the largest improvement opportunity for each employee down to the specific performance attribute. The best interaction examples demonstrating this performance are delivered to employees with targeted feedback.