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Cisco Technical Assistance Center with over 3,000 engineers in 20 facilities worldwide supports customers in 180 countries with 1.7 million cases annually. Cisco continuously evolves the way engineers think about knowledge through collaboration. We implemented an engine embedded into the workflow to capture and surface relevant content at the right time. Using an organic Social Knowledge Environment, engineers author content, post questions, curate conversations into documents, and reuse knowledge in various forms. We leveraged gamification methodologies to drive adoption with tailored competitions that recognized engineers' efforts. Best practices also emerged from the user community, and the environment became the preferred channel for TAC to collaborate and publish content externally. As customers often requested access to Cisco knowledge to solve issues on their own, we built an algorithm to automatically assess the value of content, which triggers the external publication workflow, which resulted in over $10 million of case avoidance savings.
Services Business Architect, Cisco Systems
Publish Date: May 5, 2015
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Peg Rodarmel, SVP, Subscription Services, Infor
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