Retailers Need to Improve Phone Skills Says Mattersight CMO

As Millennial and Generation Z consumers shop online in increasing numbers, retailers need to improve customer service not just in their physical stores, but also over the phone and internet, said Jason Wesbecher, chief marketing officer at Mattersight Corp. (MATR). Mattersight provides enterprise analytics services with a focus on customer and employee interactions and behaviors. Shares of Mattersight are down over 43% thus far in 2016. 'We find personality matches between consumers and call center agents and then we create the best pair for the best possible business outcome,' said Wesbecher. Wesbecher added that the retailers he speaks to are not bemoaning the slowdown in shopping malls and at department stores, they are actively trying to capitalize on it.