An interesting take on blogging, IM and Contact Centers
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This article How blogging will revolutionize the contact center makes some interesting points. I don't believe blogs can ever replace a well structured searchable knowledge base, but the interaction of IM and knowledgebases is an important point, especially building up the knowledgebase based upon the discussions that take place in the IM conversations. I was involved in a whitepaper about 3 1/2 years ago that discussed this very subject, I will have to see if I can find it.
This article How blogging will revolutionize the contact center makes some interesting points. I don't believe blogs can ever replace a well structured searchable knowledge base, but the interaction of IM and knowledgebases is an important point, especially building up the knowledgebase based upon the discussions that take place in the IM conversations. I was involved in a whitepaper about 3 1/2 years ago that discussed this very subject, I will have to see if I can find it.
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