Contact Centres – how people make decisions
Driving better conversations to help people make decisions
How to improve customer interaction at contact centres?
Ziba Goddard, Head of Core Consulting at Cowry, understands the psychology behind customer behaviour to drive better conversations with the contact centre – using the Homer Simpson effect.
Ziba explained this concept at the Get Connected conference organised by Puzzel. The Get Connected conference explored how humans remain at the heart of every contact centre experience and also explored what the future holds. Understanding how people make decisions is a vital part of communication and Colin Hay, from Puzzel explains this psychology and suggests a plan to improve customer interactions in contact centres. You can read the full article here
Explore more in this space
4 min read
3 Reasons to Use Digital Badges in UX
More and more, companies are seeking creative ways to get customers engaged with their proposition, and critically, keep them coming back for more. In the world of UX, there is…
1 min read
What’s the difference between behavioural design & designing behaviourally?
50% of our cortex is dedicated to visual processing So although how we talk about products and services to customers is important, how we take in information is equally important. As…
4 min read
Summer School 2021 Application Resources (Summer School 2022)
Bigger, Better and Bolder. But what does ‘bolder’ really mean for the Cowry Global Summer School 2021? Earlier this year, we pledged to increase diversity and inclusion in the summer…