Marketing and brand strategist Idris Mootee connects the dots between knowledge workers, Enterprise 2.0, and innovation. The new "open enterprise" is also changing traditional (and one-sided) customer support into a collaborative eco-system. Through wikis, forums, blogs, and social bookmarking, customers are beginning to shape their interactions with businesses.

Paul Greenberg, author of CRM at the Speed of Light, has started—naturally—a wiki on CRM 2.0 to contain the active discussion on the fusing of CRM and Web 2.0. And the contact center's place in all this? The telephony infrastructure underpinning contact centers brings the needed real-time element to the 2.0 equation. Voice, video, and IM will more intimately connect blog writers, wiki commenters, and social network communities to each other, to customer support, and to your company’s content experts.