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Behavioural Economics, Customer Touchpoints and Contact and Call Centres

by on Dec 09, 2011

  • 968 views

How can behavioural economics be applied to: ...

How can behavioural economics be applied to:

Customer experience journey planning

Call script, guide and real time prompt design

Compliance adherence

Voice self-service & IVR architecture

Advisor interaction skills

Quality management

Advanced speech & text analytics

Self-service strategy.

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Behavioural Economics, Customer Touchpoints and Contact and Call Centres Behavioural Economics, Customer Touchpoints and Contact and Call Centres Presentation Transcript