Author - Mark Angel

Mark Angel is the Chief Technology Officer with ServiceWare/Kanisa. He has worked in the areas of statistics, knowledge delivery, and software development for more than two decades. Mark founded the company in 1997, and served as its CEO until 1999. Serviceware/Kanisa provides enterprise applications for automating service resolution. Prior to ServiceWare/Kanisa, in 1987, Mark founded Papyrus Technology which provided software for real-time market analysis that was used by thousands of professional traders at leading investment banks, brokerage firms, commodity houses and money center banks. Papyrus was later sold to Ernst and Young in 1996.

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Self Service or Disservice

There is a new trend towards providing self service portals, kiosks, and other mechanisms to reduce ongoing customer service costs. A customer may not want to...

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