• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Amplify team performance with specialized AI copilots for every role.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Agent Notetaking

          Instantly summarize interactions - accelerating resolution times and agent efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Automated customer self-service solutions increasing retention rates.

        View Products

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NiCE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NiCE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NiCE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NiCE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NiCE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NiCE

          Make the smartest buying decision with the latest Gartner analysis

          NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NiCE Public Safety
          • NiCE Actimize
          • NiCE RPA

          Partners

          • NiCE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NiCE Help Partner Portal
          • NiCE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NiCE Customer Support
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE

          The Predictive Power of Personality

          by Melissa Moore
          November 30, 2020
          Share

          “Did you check the spam folder?” gets me every single time.  As soon as the agent utters those words, I become a different customer.  Not by choice; it’s just my normal immediate response to someone suggesting that I do not know what I am doing.  It’s also a guarantee that it will be a difficult call for the agent as well as for me.

          How is it that some people, intentionally as well as unintentionally, seem to know exactly how to push our buttons?  I firmly believe that if the agent received a big red alert pop-up “say this and abandon all hope,” they would rephrase their inquiry.  Your red alert is probably different than mine, but you know what it is, and you know what happens.  And by the way, some agents seem to know exactly what to say that has me thanking them profusely at the end of the call.  Why is this? 

          Productive, Effective Communication

          The Process Communication Model suggests that how we say something is just as important as what we say.  PCM is a language-based typology of 6 unique personality styles, each with its own communication preferences.  Preference indicators include tone and tempo, keywords, phrases, grammar, and syntax.  These language patterns “advertise” a person’s preference for how they interact and how they prefer to be interacted with. 

          While everyone has access to all six of these communication styles, each of us has a base, foundational personality part which strongly defines our language and orientation to the world.  By recognizing and responding to language advertisements, productive, effective communication takes place.  Ignore them and “abandon all hope.” 

          Personality And The Contact Center

          Applying this concept is key in the contact center.  When we interact with people face to face, we get many clues as to how the interaction is proceeding, and most of us know immediately when what we have said was not what was heard.  In a phone or chat interaction, all we have is language, and this is where leveraging personality can change the outcome to a positive one leading to higher customer satisfaction, shorter call times, fewer callbacks plus greater agent satisfaction, an often overlooked metric when thinking about the customer interaction.    

          Six Paths to Customer Service Gold

          Training in contact centers often focuses on mirroring the customer to build rapport.  If they talk fast, talk fast.  If they laugh, laugh.  When you are the customer, is that really what you want?  Personally, I want someone to handle my call in the manner that best gets to a resolution and also recognizes that my call is important to me.  That sounds like what we all want, but for me, this means managing the interaction by being respectful, recognizing my loyalty when applicable, and taking responsibility for the issue on behalf of the organization.  For you, it might mean something different.  My personality style is Advisor, and some agents are naturally better equipped to successfully handle my call than others, and their past performance metrics with Advisor calls will demonstrate that.  It may be that some of those agents are Advisors, but pairing customers and agents based upon the same personality style is not the same as pairing with someone with a measured track record of success, no matter their personality.  It is true that past interactions are the best predictor for future interactions. The same holds true for agent coaching, but that’s another blog for another day. 

          Here is an introductory look at all six styles: 

          When we think of the personalities as people, you can easily imagine how you would handle them differently.  Let me give you an example looking at just two of the styles.  In pop culture, examples of Connectors include Taylor Swift, Dwayne “The Rock” Johnson, Reese Witherspoon, and Leonard (Big Bang Theory).  Organizer examples include Bill Gates, Martha Stewart, Spock, and Monica Geller (Friends).  For Connectors, providing caring and supportive help while working with them is key to a successful interaction.  The relationship, however brief, is important to them.  For Organizers, a successful interaction is one that provides the specific information they need in order to resolve the issue.  It’s important to them to be able to cross this item off of their to-do list. 

          We all know people with similar personalities, and we also know that personally, we would prefer to handle one style over another if given a choice! The same holds true for the customer; we all have that experience where we just want to hang up and call again with the goal of reaching an agent that truly “gets” us.  And when we have that successful personality pairing, there is productive, effective communication.  The call is relatively painless, and we hang up satisfied. 

          Agents Are Part of the Personality Pairing Equation Too

          We know that there is a positive impact on the customer and the organization when personality pairing is present.  But what about the agent?  Is there an impact on them? 

          As with customers, your agent pool represents all six personality styles.  You have some agents who can easily and successfully adapt to multiple styles; however, the majority would prefer to handle one style over another.  When we interact with someone that is harder for us to understand and/or communicate with (common reactions “what language are they speaking?”, “just get to the point already!” or my favorite, the silent eye-roll) it takes more of our energy.  Imagine one of your agents prefers to talk with the Connectors of the world and is really good at that, but they get 3 Organizers in a row. After doing their job quite capably, they are exhausted and have more callers on hold.  By the end of the day, they are worn out.  Now imagine that same agent talks to Connector customers the majority of the day.  They are energized and love their job.  And when you have an agent who is energized by interacting with Organizers, their job satisfaction increases when they get to handle a higher mix of Organizer calls throughout the day.  Higher job satisfaction tends to lead to higher discretionary effort and lower agent turnover. 

          Personality Pairing Outside of the Contact Center

          If you have any doubts that positive personality pairing creates productive and effective communication, think about the people you prefer to go to lunch with at work or to talk through a personal issue with outside of work.  We gravitate to those that we naturally connect with and those that give us more energy than they take.  These folks aren’t always the same personality style as us, but they complement our traits, and we do the same for them.  The big difference here is that there are other visual personality advertisements when we are face-to-face. We often have the option to choose our interactions a little more freely.  In the contact center, we are much more limited to who we get as agents and whom the agent receives as a caller.  By including personality in its customer-agent matches, Predictive Behavioral Routing increases the odds of a positive outcome – a winning strategy for customers, agents, and businesses alike.

          About the Author

          Melissa Moore

          Melissa Moore is founder of , a consultancy supporting companies’ efforts to increase employee engagement, productivity and leadership effectiveness. MIG leverages personality as a unique window into human behavior and understanding why people do what they do and their preferred communication channel for productive and effective interactions.  Prior to her current venture, Melissa was Chief People Officer and Senior Personality Expert at Mattersight, the pioneer in Predictive Behavioral Routing, acquired by NiCE in 2018.

          See All Blogs

          Follow Us

          Follow us to get the latest news from your preferred Social Network

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          June 17, 2025

          Building a NiCE world: The stories making the world brighter

          Read

          June 12, 2025

          Turning customer service happiness into a competitive advantage

          Read
          Woman on her phone, excited with the launch of NiCE New World

          June 3, 2025

          Welcome to a NiCE world

          Read
          9 ways to unlock scheduling flexibility and gamify shift management

          May 28, 2025

          9 ways to unlock scheduling flexibility and gamify shift management

          Read

          May 20, 2025

          10 NiCE Interactions experiences everyone will be talking about (And why you’ll want to be part of it)

          Read

          More from the blog

          AI

          Building a NiCE world: The stories making the world brighter

          June 17, 2025

          AI

          Turning customer service happiness into a competitive advantage

          In a world shaken by political instability, economic headwinds, and societal anxiety, one encouraging trend emerges from NiCE’s 2025 Global Happiness Index: customer service happiness is on the rise.

          June 12, 2025

          Woman on her phone, excited with the launch of NiCE New World
          AI

          Welcome to a NiCE world

          At NiCE, we believe great service doesn’t just happen, it’s something we create. Together. People and AI, united on one platform. That’s how we raise the bar for experiences every single day.

          June 3, 2025