Zacharias Beckman’s Post

Using a ubiquitous language keeps you and your customer focused on what's important: Business capabilities in the right context. Don't drag your customer into technical weeds. Ensure your intended outcome matches the actual outcome. https://bit.ly/3JAnOqB

Super important! A ubiquitous language keeps you (and your customer) focused on what's important: The right business function in the right context. Avoid technical complexity! Ensure your intended outcome matches the actual outcome. https://bit.ly/3JAnOqB

It's unlikely that any of my contact center people got through the week without hearing about DOOM LOOPS! While you won't catch *me* saying all IVRs are perfect and contact centers shouldn't change a thing... I do have a few thoughts about the Biden Administration's "Time is Money" initiative and why this proposal probably isn't the big customer service fixer some might think it is. Check out my latest Forrester blog for more 👇

Whatever your stance on chatbots - i.e. whether you hate them or just find them mildly annoying - this is huge. It not only disrupts a market that was on its way to getting commoditized, but also removes a tool that had become a crutch for CX, providing a bandaid in the form of cost savings and added capacity. The immediate remedy for this is for brands to provide more self-service options - which at first will be additional roadblocks to contact or options like call-backs and deflection to messaging. A smarter approach will be providing self-service options faster and more dynamically, by understanding common and emerging issues before they overwhelm your customer service team.

Effective communication is crucial in Customer-Focused Development, but often misunderstood. In the article below I explore how the Cynefin Framework can help decode customer needs and transform your approach. https://lnkd.in/g2w9bhe8

Technical details don’t matter to our customer, they lead to confusion. What actually matters is how they talk about their work. How to focus on words, terms, and language our customer is comfortable with. https://bit.ly/4dj3CHd #WordChoice #CareerDevelopment #DesignLanguage

Technical details don’t matter to our customer, they lead to confusion. What actually matters is how they talk about their work. How to focus on words, terms, and language our customer is comfortable with. https://bit.ly/4dj3CHd #WordChoice #CareerDevelopment #DesignLanguage

To maintain consistency in responses. 1, Have an organized system of tracking customer's inquiries. 2. Maintaining an organized communication template. 3.Monitor each inquiries with a specified indicator. 4, Automated response 5. Ability to stay focused and determined.

Learn how to deliver stellar customer service with secure communications. Watch this on-demand webinar with experts from Oracle and Metrigy: https://lnkd.in/gnmHesQu

Want to level up your customer service game? Check out this quick guide on the must-have skills for success in the field! Whether it’s improving your communication or sharpening your problem-solving, this article has all the tips you need to better connect with customers and make every interaction count. Jump in and start boosting your skills today!Here are some hashtags you can use for the article on customer service skills: #CustomerService #ServiceExcellence #CustomerCare #CustomerSuccess #CommunicationSkills #ProblemSolving #CustomerExperience #ServiceTips #ProfessionalSkills #CustomerFirst https://lnkd.in/gvQtwHEY