With Web 2.0 now becoming more and more mainstream in the world of marketing and customer service, I was curious to see if I would find data on the state of Enterprise 2.0 in the call center. It struck me that there is little or no evidence about E2.0 take up in this field. How come that an industry that's living by the grace of the customer does not invest more in knowledge and collaboration management related technologies.... Knowledge and information sharing are key in improving the customer experience. Using 2.0 technologies like wikis, (micro) blogs, RSS, forums, comments help to exchange knowledge between employees, customers and partners. Call centers have become a complex web where proprietary, insourced and outsourced operations blend together. In this perspective, it is quite challenging to manage and leverage the corporation's information assets across geographic and organizational boundaries. Combine this with a high personnel turnover, heavy labor costs and increased virtualization and you have all the necessary ingredients for a perfect E2.0 training scheme. I'll present the conclusions of my research on the 3rd contact center conference on May 14th organised by F&G publishing - look forward to seeing you all there
