po polsku
illustration: DALL-EAs researchers explain in the renowned journal "Production and Operations Management", it`s about perception. A queue that looks like it`s moving quickly seems that way to us, regardless of whether the progress is actually fast.
Interestingly, this effect works at a system-wide level. When many customers experience this positive impression simultaneously, the efficiency of the entire queue improves - individual psychological reactions translate into benefits for everyone waiting.
From theory to practice. Without costly changes
In 2025, this discovery gained wide recognition in the Contact Center industry and began to be massively implemented in service centers worldwide. This was mainly due to the fact that companies could utilize it without conducting expensive reorganizations or hiring additional staff.
- The key to implementing this solution is the architecture of the first moments of contact with the customer - comments Krzysztof Lewiński, CEO of Armatis Polska, a customer service and sales outsourcer in Europe. - If the system immediately confirms identity, instantly verifies the order number, or quickly identifies the problem, the customer feels that the matter has moved forward. Even if the consultant later has to check details in the warehouse system or consult with the technical department, which naturally takes longer, the level of frustration is significantly lower.
As the Armatis representative explains, many examples of this discovery`s practical implementation can already be seen in the industry today. This includes, for example, chatbots that respond immediately to the first query and confirm understanding. IVR systems that present an action plan within the first few seconds. Even the way a consultant starts a conversation - if they quickly establish the context and outline the next steps. All of this gives the customer a sense of momentum.
- These are small changes in process architecture that do not require increasing the team, but radically change the customer`s feelings - says Krzysztof Lewiński. - We see it in the data. Call abandonment rates, customer satisfaction, handling time - everything improves when we apply this psychological principle.
Perception is the new reality
The mentioned study fits into a broader trend: customer satisfaction often depends more on perception than on objective facts. Just as "service with a smile" shows that attitude during service is as important as speed, understanding queue psychology gives companies another tool for managing customer experience.
- In times of growing competition in the service industry, queue psychology is not just an operational issue, but a potential competitive advantage - summarizes Krzysztof Lewiński. - The past year has shown that alongside all the technological revolutions, understanding human psychology remains the foundation of good service. And this could be the perfect starting point for 2026 for companies that want to improve their customer satisfaction - without spending a fortune on expanding teams or infrastructure.
COMMERCIAL BREAK
New articles in section Marketing and PR
#POMAGAM2026 Can a New Year's resolution go viral?
wspieramy
Is a million good deeds a lot? Ten-year-old Emilka wants to find out. She just announced the I Resolve to Help campaign on the internet and urges everyone to make a unique New Year's resolution. That we help each other more often in 2026.
Dance in the media mirror. Between culture, business and viral fame
KFi
Over 78,000 media pieces, 1.6 billion potential views, and 197,500 social media mentions-dance in Poland is no longer niche. With a combined media value exceeding PLN 800 million, it now outperforms MMA, handball, and hockey.
PR in Poland. Ranking of the largest public relations agencies 2025
KFi
The smallest teams often generate the most publications, and agencies outside Warsaw are increasingly capturing media attention. This unexpected distribution of power is one of the key findings from the 2025 PR Agency Ranking in Poland, developed by Widoczni and IMM.
See articles on a similar topic:
Email Marketing Done Right. How to Avoid Ending Up in SPAM
BARD
One in three Poles receives between 10 and 20 promotional emails daily, and more than half receive at least 10, according to a study by Redlink. For an email to stand out among the competition and be read by the recipient, three key factors are essential, capturing the most attention from recipients.
What to do when a child bites nails? Advice from a child psychologist
patronat Reporterzy.info
For children, nail-biting is often a way to cope with boredom or stress. However, our role is to intervene when we notice this habit, not only for aesthetic reasons but also to address potential underlying causes. What might these be, and what can we do?
Cold Mailing: What is the Optimal Word Count for Best Results?
Krzysztof Fiedorek
Forget about popular guidelines for marketers that can be found on Google. An analyst from Hunter.io conducted a study of a massive database of 34 million emails requesting contact. It turns out that the world of marketing cold mailing looks quite different today.
Modern Mobile Communication. How Companies Build Loyalty by Phone
KFi
Companies can no longer treat mobile communication channels as a side element of their operations. An effective mobile strategy is becoming a cornerstone of customer contact, a tool for improving service, and a way to optimize internal processes. If they know how to use it.
