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Citrix successfully implemented TSIA's Knowledge Centered Support (KCS) Fast Track program. This program is designed to accelerate adoption of KCS, provide short-term returns, and enable flexibility to grow proficiency and impact. In this session, Patrick will discuss where the Citrix program varies from KCS, how we generated excitement among engineers, how we are using KCS to drive self-service, and of course, the impact to the business and customer. Along the way, we'll provide insights from our extensive (and very cool!) dashboards, which enable us to monitor the health of our knowledge practice and impact on case volume.
Manager, Knowledge Services, Citrix Systems
Publish Date: October 19, 2016
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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