A Webinar titled “Transformational Call Center Results Through Personality Mapping” is scheduled for Thursday, May 5, at 2:00 pm on the East Coast and 11:00 am on the West Coast.

This session will cover “the benefits and features of one of the most innovative trends in new call center technology, personality mapping,” according to Webinar officials, who explain that personality mapping is “the ability to drive agent/customer pairings based on more than their demographic and psychographic attributes resulting in dramatically improved results.”

Is this Webinar for you? Do you need to learn about personality mapping? That depends on how you would answer the following questions: Is there room for improvement in your call center results? Do you see significant differences in agent personality even though all of your agents go through the same selection process and receive the same training? Are a range of possible outcomes in your call center environment possible? Does personality make a difference in call center results?

If you answered “no” to all those questions, then no, you don’t need to attend the Webinar. Congratulations on having the greatest call center in the history of Western civilization. Feel free to stop reading here and go search out cute cat videos on YouTube (News - Alert).

Now for everybody else: This session will introduce you to SATMAP’s call center personality matching. You’ll learn how SATMAP employs what company officials say is “a non-linear neural network to align callers and agents in real time based upon personality attributes that optimize call outcomes.”

SATMAP (News - Alert), the way Webinar officials explain it, adds a layer of business intelligence to the call routing process, and “allows you to take advantage of one of the last remaining large scale efficiencies in your call center -- agent personality.”

Presenting will be Orlando Hampton (News - Alert), who has spent his career advancing efficiencies and profitability within major financial institutions, including Providian Financial and JPMorgan Chase. In 2008, Orlando brought his extensive experience to SATMAP as executive vice president, Client & Partner Services. 

To register for the Webinar, click here.