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Erschienen in:
2018 | OriginalPaper | Buchkapitel
Injecting Digitized Knowledge into the Technical Support Dialog
verfasst von : Don Allen
Erschienen in: Intelligent Human Systems Integration
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Abstract
This paper is a case study of the journey that the Cisco Global Technical Assistance Center has undertaken to move towards a data driven support organization. The different factors and business functions impacted by this effort will be identified and examined along with the various programs, products, and processes that have been introduced to enable the organization to capture, exercise, and consume digitized knowledge (dK). The efficacy and pitfalls of the process of moving from a grassroots effort to a systemic, structured business operation will be discussed.