HeyJaredSmartz Solutions
- Indexed articles, last 90 days
- 4
- Latest publication
- Aug 31, 2026
- Outlet visibility, for ITWeb
- Top 500K sites
- Earliest in this view
- Aug 26, 2026
Latest articles
Call vs online support: When do people still pick up the phone? (opens the original)
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A customer is stuck. Their payment has failed for the third time, and the chatbot’s suggestions are going in circles. They try live chat, only to be met with a queue. Frustrated, they scroll through the website until they find what they were looking for all along – a phone number. Within minutes of speaking to an agent, the issue is resolved. The tension eases. Relief replaces frustration. This moment captures one of the biggest truths in modern customer experience: even in a world dominated by
Why people hate repeating themselves: The psychology of contact centres (opens the original)
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There are few phrases in customer service that can change the emotional temperature of a conversation as quickly as: “Can you explain the issue again?” It sounds harmless and sometimes it is even necessary. Yet for the customer, the request can feel like far more than a repetition of facts. It can feel like proof that the first conversation disappeared the moment it ended. This is what makes repetition such an important part of contact centre psychology. Customers are not frustrated simply becau
A bad ending can rewrite the whole customer journey: The psychology of contact centres (opens the original)
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Customer experience is often measured as though every moment carries equal weight. The wait time matters, so does the transfer, agent interaction and resolution. Yet this is not how human memory works. We do not store an experience as a perfect recording and then review every part of it fairly. Instead, certain moments rise above the rest and become the fragments through which the whole experience is remembered. This is the idea behind the Peak-End Rule. The Peak-End Rule is a behavioural princi
The human element: Why AI won’t fully replace contact centre agents... yet (opens the original)
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Unless you’re running a contact centre on Mars, you’ve seen the headlines: “AI agents are coming for your job!” “Humans out. Bots in.” “AI is the new king of CX!” Let’s pause for a moment. Of course AI will be changing the way we work in contact centres. There’s no denying its potential to drive efficiency, handle volume and surface better insights. But is it going to replace the role of human agents entirely? Not if the goal is better customer experience. What we’re seeing in the best-performin
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Top 500K sites
For ITWeb, the outlet · Measured Aug 1, 2026
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