Articles - Customer Psychology

Customer psychology helps contact centre teams understand what drives behaviour, emotions, and decisions during every interaction. This hub of expert insights, training advice, and real-world examples explores how psychological principles can improve communication, empathy, and problem-solving. Learn how to recognise emotional cues, build trust through language and tone, and use behavioural insights to shape better experiences. The resources also cover motivation, perception, and bias, helping advisors adapt their approach to meet customer needs more effectively.