A new podcast on SearchCRM.com  looks at some innovative new approaches to self-service.  Hosted by former Forrester analyst and current VP of Research for the Service and Support Professionals Association, John Ragsdale, the event is available for download here. 

According to the site, "In this podcast he discusses the future of self-service technology, it's evolution from a tactical to a strategic imperative and how vendors in the market are innovating. He also shares his take on highly customized "microsites" that allow users companies to create personalized pages for customer eservice and the growing importance of click-to-call."