Comments on: links for 2007-01-12 http://www.column2.com/2007/01/links-for-2007-01-12/ BPM, Enterprise 2.0 and technology trends in business. Fri, 21 Nov 2008 05:17:36 +0000 http://wordpress.org/?v=2.6.2 By: James Taylor's Decision Management http://www.column2.com/2007/01/links-for-2007-01-12/#comment-4743 James Taylor's Decision Management Mon, 15 Jan 2007 19:33:17 +0000 http://www.column2.com/2007/01/links-for-2007-01-12/#comment-4743 <strong>CRM, Customer Experience, gethuman and decisioning</strong> Curiously I came across two references to gethuman.com in my browsing this morning. First Sandy Kemsley had included a link in one of her link posts and then Colin over at Bankwatch posted this nice summary - CRM, Customer Experience, gethuman and decisioning

Curiously I came across two references to gethuman.com in my browsing this morning. First Sandy Kemsley had included a link in one of her link posts and then Colin over at Bankwatch posted this nice summary -

]]> By: Sandy Kemsley http://www.column2.com/2007/01/links-for-2007-01-12/#comment-4742 Sandy Kemsley Mon, 15 Jan 2007 19:29:02 +0000 http://www.column2.com/2007/01/links-for-2007-01-12/#comment-4742 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. 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.

]]> By: James Taylor http://www.column2.com/2007/01/links-for-2007-01-12/#comment-4741 James Taylor Mon, 15 Jan 2007 17:02:44 +0000 http://www.column2.com/2007/01/links-for-2007-01-12/#comment-4741 Sandy What do you think of the whole gethuman thing? I posted about it <a href="http://www.edmblog.com/weblog/2006/03/gethuman_or_not.html" rel="nofollow">here on my other blog</a>. 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 <a href="http://www.edmblog.com/weblog/2006/09/using_decisioni.html" rel="nofollow">like this</a>. 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.

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