Looking for a Knowledge16 presentation about Knowledge Management?
Are you interested in learning more about KCS and how to use it to drive your organization's Service Revolution?
Please join me:
Session ID: 18BB03
Session Title: Go Beyond the Hype and Deliver Value with Knowledge Centered Support (KCS)
Room: South Seas F
Date and Time: 5/18/16, 11:10 - 12:00
I will explain KCS concepts and the road map we have followed at NetApp to implement KCS into our KM processes.
I will show how NetApp applies KCS practices to encourage a collaborative culture, increase use of customer self-service, and build organizational learning into the issue resolution process.
Looking forward to seeing you next week!
Jennifer Dell-Ernstrom
IT Knowledge Manager, NetApp
Certified KCS Practices v5
