[LINK] web information architecture - what are the issues you see?

[stephen at melbpc.org.au]

At 12:49 PM 15/08/2007, Eric writes:

> I'm organising a conference for web information architecture ...

<http://www.computerworld.com.au/index.php/id;1545929339>

. the lax exploitation of online channels such as Web chat, IM and click-
to-call means business is losing profit from a potentially huge market. 

"Business have setup Web sites but aren't addressing the customer - it's 
like the lights are on but no one is home."

While Hayden said that highly integrated Web chat, IM and click-to-call 
technology is "still a little crude", he pointed to a number of financial 
instructions which employ stealth customer activity monitoring on their 
Web sites to direct IM inquires to specific agents based on skills-based 
routing. 

"2008 will be a critical inflection point as Web technologies and contact 
centre channels and operations become integrated," Rutledge said. 

"Outbound telemarketing will be replaced with up-selling campaigns and 
call-backs and there will be more use of e-mails, SMS and Web chat." <snip>

The Bank of America has increased mortgage sales by 800 percent since 
deploying online customer contact tools.
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