-
Podcast on how mashups are going mainstream with products like ActiveGrid
-
A good non-technical description of wikis and how/why they are used. Mentions wikia.com for community wiki example. This article is free now but goes behind the Globe&Mail paywall after a week or two.
-
The small but informative section of the GetHuman.com site for finding a real person behind an IVR.
The Insider's Guide to Next-Generation BPM
Sandy
What do you think of the whole gethuman thing? I posted about it here on my other blog. I think the challenge is helping customers get done what they want to get done. If a system actually did those things it would be fine. They want people, at least in part, because the systems are no good. For instance if would sure be nice if IVRs worked like this.
I have a huge preference for doing my own customer self-service on the web, so the only time that I ever call a customer service line is when I absolutely need to talk to a human. That means that I'm always looking for the 0/#/whatever it takes to get me out of menu hell and talking to liveware. If I wanted the functionality of the IVR, I'd do it on the website.