Llance Kezner has done a superb job of mapping the agent-guided IVR (Interactive Voice Response) technology to the gethuman core principles. Agent-guided technology is where the caller interacts with self-service in a conventional fashion and the progress is monitored and guided by a human agent.

Check it out: http://www.changingcallcenters.com/2007/04/meeting-gethumans-core-principals-with.html posted by Walt Tetschner at 4:33 PM