Driving better conversations to help people make decisions
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