; What Contact Centers Can Learn From Behavioral Science
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What Contact Centers Can Learn From Behavioral Science


Busy contact center managers often overlook their customers' feelings. They tend to focus on easily quantifiable metrics such as abandonment rates, service levels, staffing levels, etc. While these metrics are important to the bottom line, there is also tremendous value in focusing on the consumer's experience. This is where behavioral science comes into the picture. Businesses can leverage psychology to improve customer service in contact centers. The seminal 2001 Harvard Business Review article laid out principles for managers to consider when designing customer service programs: 1. Segment pleasure and combine the pain. 2. Give people rituals and stick to them. 3. Finish strong. 4. Get bad experiences out of the way early. 5. Build commitment through choice.

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