Change the way they think Improve the way they work

Behavioural science used to be called social psychology and is essentially the study of how people actually behave rather than how they claim to behave.

Researchers have been working in this field since the 1890s so there are thousands of experiments that reveal ways you can manage your team more effectively.

It’s a broad field but can be separated into four key principles:

· Make it social

· Make it attractive

· Make it easy

· Make it timely

Each principle is based on an idea, with an experiment whose results prove that idea. Each principle can then be applied in practical ways to improve the way your team thinks and works in a contact centre setting.