Every time you dial into these call centers, your personality is being silently assessed

How Mattersight operates

The science behind the products

• "Thoughts" people are logical and organized; they're looking for efficient and accurate service.
• "Emotions" people are looking for a personal connection.
• "Opinions" people seek respect and recognition for their loyalty to the company.
• "Reactions" people are creative and want the service to be an easy process.
• "Actions" people like to bend the rules and want to know what you will do for them.
• "Reflections" people seek solitude and prefer impersonal service.

Why the science works

The outcome

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