Web 2.0 technologies<\/a>.\u00a0 With things like tagging on the metadata layer, easy access to information is well within Web 2.0 capabilities.\u00a0 However, I\u2019m not sure we\u2019ve really thought about Web 2.0 nearly as much when it comes to things like case management.\u00a0 There seem to be a lot of hurdles to overcome, as people consider the problems Facebook has had with security, and people grapple with the concept of \u201csocial media\u201d interacting with issues they consider private, we need to ensure that Web 2.0 does not\u00a0 create more issues than it may solve.\u00a0 Additionally, as cases in the system are escalated, workflows may not be as native to Web 2.0 systems as they are in traditional case management.<\/p>\nBut let\u2019s say we could use web 2.0 as case management.\u00a0 After all, each case is just a thread with security permissions and some workflow attached to it.\u00a0 It would be pretty easy to see a case getting logged and then the users (the rep who receives the case, the employee and then any escalation COE\u2019s) would simply become subscribers to the case.\u00a0 Any time anything happened to the case\/thread, each subscriber would automatically be notified of the event.\u00a0 All the notifications are built into web 2.0 even though \u201cworkflow\u201d might not be.\u00a0 Since you have the ability to \u201cclose\u201d threads in almost all Web 2.0 communications technologies, you\u2019d simply use similar functionality for closing cases.\u00a0 if you wanted to escalate a case to a COE, you\u2019d simply add that COE to the \u201csubscribers\u201d for that thread.<\/p>\n
Now, obviously we would not call them \u201csubscribers\u201d \u201cthreads\u201d and \u201cnotifications\u201d but you get the point that the current Web 2.0 technologies are generally usable.\u00a0 What we may not get are the robust workflow tools that we would have today.\u00a0 Along with this go the task lists of things that are still on the \u201ctickler file\u201d of things to do.\u00a0 However, I\u2019m pretty sure that with the pre-existing base of Web 2.0 technologies, it would not be that much effort for a vendor to plug in some decent workflow and front end task lists.<\/p>\n
All in all, we seem to talk a lot about how great Web 2.0 is going to be, how it will help us gather knowledge, innovate, connect and collaborate.\u00a0 But there are other uses we have not thought of yet that will also simplify our lives.\u00a0 Rather than having multiple applications for all of this \u201cstuff\u201d imagine a world where your collaboration tool was the same as your knowledg base and case management.\u00a0 I\u2019m not so sure it\u2019s that far fetched.<\/p>\n","protected":false},"excerpt":{"rendered":"
Call centers traditionally have a couple of major technologies sitting in them for HR.\u00a0 We will usually have some sort of knowledgebase that contains access to policies, procedures, and prompts to all sorts of questions and answers.\u00a0 At the same…<\/p>\n","protected":false},"author":1,"featured_media":1740,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_coblocks_attr":"","_coblocks_dimensions":"","_coblocks_responsive_height":"","_coblocks_accordion_ie_support":"","footnotes":""},"categories":[48,2],"tags":[269,267,456,268,166],"class_list":["post-1735","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-hr-service-delivery","category-hr-technology","tag-call-center","tag-case-management","tag-hr-service-delivery","tag-knowledge-base","tag-web-2-0"],"_links":{"self":[{"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/posts\/1735","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/systematichr.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1735"}],"version-history":[{"count":2,"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/posts\/1735\/revisions"}],"predecessor-version":[{"id":1742,"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/posts\/1735\/revisions\/1742"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/systematichr.com\/index.php?rest_route=\/wp\/v2\/media\/1740"}],"wp:attachment":[{"href":"https:\/\/systematichr.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1735"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/systematichr.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1735"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/systematichr.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1735"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}