By: Nigel Crabb, AVP EMEA Customer Support – Cognos, an IBM Company
Nigel Crabb of Cognos, an IBM Company, discusses the strategies and challenges of integrating a web-based, self-service support environment with an established, assisted-service support model. Nigel Crabb addressed the internal changes needed to embrace the knowledge-sharing philosophy of self-service support, as well as how to meet or exceed the expectations of an evolving global customer base.
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