A recent U.S. university research study applied modified human personality profiling tests to pets (in particular dogs). Four personality traits were assessed: energy levels, affection-aggression, anxiety-calmness and intelligence-stupidity. The results showed that there were clear differences by breed, but more importantly, significant personality differences within the breeds themselves.
Taking the concept one step further, the university believes this technique should be used to match pets to their owners on the basis of similar personalities. Although a somewhat amusing concept, the idea of "personality alignment" is one that all business-to-consumer (B2C) organizations should investigate.

Contact center agents and their pets (customers) need to connect just as dogs and their owners do. Studies have shown a link between this connectivity and improvements to metrics, such as customer satisfaction, call length and first-call resolution. In addition, the knowledge of personality traits can help personalize customer interactions and improve the customer experience.

So, can you tell your "neurotic poodle" customers from the "agreeable Dobermans?"

If so, I'd love to hear from you.