Mattersight – “Depends on which side of the coin you are on.”

Pros

This place has a fantastic pool of technical knowledge and talent that vastly outshines its competitors. People on the Managed Services division are not just knowledgable, but more than will to share that knowledge with new employees and clients as well. This is a great place to get practical experience in the VoiP support area, as each client implements differently telephony solutions for their environment and business needs. There is a great deal of exposure to Cisco Unified Communications Suite of products as well, since eLoyalty is a gold partner with Cisco.

Cons

Technical individuals are placed into management roles with no experience as managers. This in turn causes problems when dealing with the clients and the service delivery managers who interface with the clients.

Company information is placed in an obscurely constructed sharepoint system, rarely updated and no one is formally notified when changes are made. Suggestions to make this available more easily were met with "Well it's out there."

There is little to no support process documentation, everything is word of mouth, instant message or emailed if there is a process for it. Suggestions to adapt previous, proven process documentation methods were denied because due to implementation of a complicated Visio flowchart that was designed to "handle an incident" but not provide the procedure to handle it.

Favoritism runs high in the company, as it's not a matter of how good you are or how hard you work, but simply who you know. There is a clique in the management that has worked together for 15+ years at this company and previous organizations. They are resistant to change, outside ideas and new comers within management. On a few occasions they have brought in other individuals who were under qualified for the job they were provided and it cost the company money and internal turmoil.

Advice to Senior Management

Management needs to review it's treatment of the lower level workers. Not listening and not communicating with the people on the front line is the best way to sink a business. Kelly Conway needs to stop going into "all-hands" employee meetings to discuss "the future of the company" by praising one division of the company, then insult another division by saying he is not sure what they do so he'll defer to someone from the division to discuss our successes.