I don't understand all the Art bashing here. I worked under Art when he ran Genentech research, and later when he was promoted to CEO. He was a genius at getting other geniuses (and no, I'm not counting myself in that category) to give their best, most creative work. He made Genentech a fun, exciting place to work. We all worked hard (very hard), but were well rewarded and felt the work was vital and exciting stuff. I think he has exactly what it takes to help guide Apple. He's not some bean-counter, suit wearing executive. He's a scientist at heart, and as hard-core a geek as any one could want (he was known for using UNIX mail even after the company rolled out a custom mail interface).

There is a ton of information available here: http://www.uspto.gov/web/patents/howtopat.htm

Having spent eight years designing call center applications, I can tell you the one metric you'll want to point your bosses at is the potential to increase first level call resolution. You should balance any increase in call handling time with the potential for greatly reduced call escalation. The key to this is involving the second and third level escalation points in your wiki.