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Shared knowledge is more powerful than knowledge alone. But how do you get this to be a reality and work? In 2013, Alcatel-Lucent Enterprise started the implementation of KCS methodology (knowledge-centered support) through its worldwide support organization leveraging sales force knowledge. This session shares our experience: why such a decision was made, how it was built, our adoption approach, the challenges we have been facing, where we are as of today, and how we foresee the continuation of our journey.
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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