Bob is right on point here (and here is the presser, for context), with his overnight comments:
“…Maybe the stock has been reacting to the award of the first annual “Golden Headset Award”. More hilarity from Mattersight. And, after the laughing dies down, shareholders start to reassess their investment:
First, it’s probably not even real gold.
Second, good customer service means the demise of human agents via self-service and products that don’t need assistance.
Third, why not “golden” personality, sight, or something that ties into a vision that Mattersight is trying to pursue, instead of merely tying themselves to being just another call center accessory company?…”
And the stock is in the $6.70 range, on the news. Pathetic — but Bob has it nailed. There is no “there… there” when it comes to Mattersight vision/leadership.
As a post script — I’ll note that in the year 2000, yes — fifteen years ago(!) — Carnegie Mellon University awarded “Golden Headsets“. Seems Mattersight is simply adopting others’ IP, inventions and idea “know-how” work, once again. I just added that now ancient image to the graphic, at right. And it seems that another organization — not educational — also makes awards called Golden Headsets — since at least 2009. Nutty — and entirely. . . non-original.
You have been amply warned.
What Matters? 
