Logo
BodyBGTop
What’s Your Type?
The Myers-Briggs Type Indicator (MBTI) is a 15-minute questionnaire designed to measure psychological preferences in perception and decision-making — and may help reveal what kind of customer or customer agent you could be.
For the rest of the October 2009 issue of CRM magazine please click here
Page 1



This article accompanied the October 2009 feature story, "The Evolution of E-Learning." 

Paul Stockford, chief analyst at Saddletree Research, cites “career advancement” as e-learning’s unrealized potential, with the power to guide agents toward the career in customer service best-suited to them. With that in mind, I decided to try out the Myers-Briggs Type Indicator (MBTI), a 15-minute questionnaire designed to measure psychological preferences in perception and decision making: You’re either an introvert (I) or an extrovert (E); possess sensing (S) or intuition (I); think (T) or feel (F); and either judge (J) or perceive (P). (In any pair, it’s possible to be a little of each, but you’re more inclined to be one than the other.)

Each of the 16 possible four-letter combinations comes with a full assessment, including specific deficiencies called “blind spots.” Turns out I’m with the ISTJs—Introversion, Sensing, Thinking, Judging—who, according to the MBTI, are “quiet, serious people who succeed by being thorough and dependable. Logical, practical, and realistic, they take their responsibilities seriously and often go beyond the call of duty. They enjoy ordering and structuring their environment and their work. Traditions and loyalty are important to them.”

Now for my ISTJ “blind spots”: Suspicious of imagination and intuition, ISTJs don’t take seriously others who possess those two qualities. ISTJs also expect everyone to be as logical and analytical as they are and become impatient when events prove otherwise. I can attest to having those qualities, but that’s my cue to turn to the MBTI ThinkBox, a Web-based learning environment where I can address my perceived strengths and weaknesses. Free to choose my own path through the materials, by clicking on my various “blind spots” I find multimedia resources to help me improve, both professionally and personally: material on how to think clearly in times of change, meeting management, strategic thinking, organization, and attention to detail. I’m no different than an agent in the sense that I’m often crunched for time, so being able to download these materials to learn at my leisure is vital.

By learning more about myself, and by addressing apparent weaknesses, I can become a better worker, and a better person. After all, people say education is a lifelong journey. “With that kind of awareness, I can be a more-effective team member,” says Sharon Grimshaw, director of program and electronic product development for CPP, which offers the MBTI assessment.

Contact Assistant Editor Christopher Musico at cmusico@destinationCRM.com.

You may leave a public comment regarding this article by clicking on "Comments" at the top.
To contact the editors, please email editor@destinationCRM.com
.
Every month,
CRM magazine covers the customer relationship management industry and beyond. To subscribe, please visit http://www.destinationCRM.com/subscribe/.

Page 1
To contact the editors, please email editor@destinationCRM.com
Every month, CRM magazine covers the customer relationship management industry and beyond. To subscribe, please visit http://www.destinationCRM.com/subscribe/.
Learn more about the companies mentioned in this article in the destinationCRM Buyer's Guide:
{0}
Related Articles
Given the powerful effects of some viral-marketing efforts, even those previously immune are seeing possibilities of epidemic proportions.
The entire concept of agent training has been turned on its ear, and delivers unprecedented levels of efficiency and productivity.
Cognos unveils its latest upgrades in enterprise corporate planning capabilities, designed to provide a real-time single view of a company's operations.
Etalk's newest installment of Qfiniti Expert, a tool designed to automatically deliver targeted online programs to agents, tackles a big issue facing e-learning today.
As business changes at warp speed, successful companies are using e-learning tools to train knowledge workers more quickly.
The members of Generation Y are young, they're smart, and they're paving (if not paying) their own way. So who's following whom?
 
Search
Popular Articles
 

BodyBGRight
Home | Get CRM Magazine | CRM eWeekly | CRM Topic Centers | CRM Industry Solutions | CRM News | Viewpoints | Web Events | Events Calendar
DestinationCRM.com RSS Feeds RSS Feeds | About destinationCRM | Advertise | Getting Covered | Report Problems | Contact Us