Personality Mapping in the Call Center - The Next Evolution in Customer Experience Management

Why do customers buy from you?  In call center environments, purchase behavior is driven by the degree to which agents build empathy and rapport with a caller.  This bonding occurs as a direct result of the personality match between caller and agent.The days of call center scheduling, of simply assigning callers to agents on a first-in-first-out basis are over.  Technology now exists that can take an agent, look at all of the available callers, and determine which caller an agent has the best... continue reading this post »