By: Ron Plourde – HP Services Delivery Engineering, Hewlett-Packard Corporation
Ron shared key learnings from a Global Support Center perspective, including:
- Driving global consistency and relevance within your knowledge base
- Customer Support call avoidance and influencing web-based self help expectations
- Pros and cons of a mature KCS practice
- Translation and Localization strategies
- Measuring the business value of KM and more…
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