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Conference Presentation

Knowledge: Experience Sharing of KCS Implementation

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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.


Presented By:

Nicolas Brunel

Senior Director, Customer Care, Alcatel-Lucent Enterprise

Eric Lechelard

Worldwide Customer Care Director, Alcatel-Lucent Enterprise

Publish Date: March 17, 2015

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