James Taylor's Decision Management

I saw an article on Tips on Regulatory Compliance for the Call Center that made me think about call centers and decision management. It seems to me that making sure your staff can pass the 5 tests laid out is just the beginning. In a world where more and more of your interactions with customers are automated, your systems muse be compliant also.
Applying the same logic to a system we need a system that embodies the correct rules, enforces them consistently and completely, logs which rules were applied to which interactions, uses rules that have been checked by business owners and lawyers not just programmers and that are, ultimately, defensible. Decision management - the systematic identification and management of decisions as separate components in our application architecture - and the use of business rules to automate these decisions is what will deliver this.
I often blog about this so you might want to check out Using Decision Management to power the call center of the future and Using EDM to manage call center (and other) costs. Indeed using decision management can deliver agile compliance.