From my experience, there are a few good ways to do that: make online self-service links prominent on your website and always offer them anywhere you provide your customer support number, integrate online help throughout key processes, promote Web and self-service resources in telephone hold messages, let call center agents notify customers of self-service options, and reply to email questions with the link to self-service content to re-enforce self-service availability.

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Red Hat will build out a customer-service call center in coming months, but the plan to tackle the enterprise is still "in its infancy, " according to Red Hat CTO Marc Ewing.

CNN: Celebrated freeware OS Linux grows up

He ran the cloud-based call center service LiveOps and currently has his hand (and funds) in some 45 startups.

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