Cisco Global Technical Center Service Delivery Transformation Innovation Internally to Drive Customer Success

Engineer Testimonials
Knowledge Creation and Re-Use: Key Innovations
Tech Zone, a collaborative network of content creation and re-use enhanced by gamification & reputation model, built on Lithium platform
Gamification/Reputation Model drives quality content and recognizes engineer contribution by showcasing badging and leaderboards
Collective wisdom from relevant community discussions assimilated
into knowledge
Content is dynamically updated within the integrated problem resolution workflow

Results
3000 support engineers use this tool to gain knowledge
Out of 8000 discussions, 50% have been resolved, creating 1500 knowledge base articles
Escalations down 42%
“Best New Community” award from Lithium
Knowledge is Systematically Captured
and Re-used within the Workflow
to Solve Customer Problems
Collaboration
Reputation
& Gamification
Knowledge
Creation
& Re-Use
Initiative Description
3.Knowledge Creation & Re-Use
5. Reputation & Gamification
© 2012 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Used by permission
“…faster access and all in one page… “
“…much easier to use - fewer clicks to get my job done…”
“…all the work can be done from one page, makes it really effective!”
Engineer Testimonials
Integrated Workflow: Key Innovations
Single integrated tool: (My Work Zone) for Case, Problem, Knowledge Content and Re-Use, Profile, Reputation and Management
My Work Zone: Personalized portal based on defined job role
Customer handling rules and Policy, Process and Governance integrated within the work stream
Engineers self-manage and monitor their behaviors and individual performance