Personality Mapping in the Call Center

Realizing the potential of the SATMAP artificial intelligence and neural network solution for call centers, David took on the role of VP Business Development in May of 2009.  In this role, David is responsible for identifying potential customers and educating them on the power of the solution and the numerous benefits that the solution offers. David writes a blog called Personality Mapping in the Call Center - The Next Evolution in Customer Experience Management.  He hold an MBA from Rollins College and a BSBA from the University of Louisville.  David can be reached at david.barnes@trgworld.com.

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 »