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

Five Initiatives to Deliver the Networked Learning Organization

3. Knowledge Creation and Re-Use
Knowledge is systematically re-used
to solve customer problems

Networked
Learning Organization
Delivering an industry-leading customer experience
Built by Engineers for Engineers
4. Integrated Workflow
A single environment where engineers can do their job without using multiple tools
1. Intelligent Matching
Connects people with the experts and knowledge to solve the problem
2. Collaborative Engagement
Global network
of people and content
5. Reputation
& Gamification
Drives quality
content and
recognizes engineers’
contributions
© 2012 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Used by permission
Initiative Description
© 2012 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Used by permission
“…I was never a big fan of TAC but this last year I have seen a good change…whatever Cisco is doing in this area is working…keep doing it.”
“…I have called only twice this year and both engineers were very knowledgeable and resolved issues faster than I have seen….”
Customer Testimonials
Intelligent Matching: Key Innovations
Customer and Engineer Synergy Consideration
Real-Time Presence
30+ Dynamic Attributes
Not Queue-Based: Individually Matched Direct Connection to Right Engineer
Intelligent Matching Connects People Together
with the Knowledge to Solve the Problem

Customer Survey Results
“Find First Engineer Faster” moved from top concern to fifth
Customer Satisfaction: 1.5% increase
Case Transfers: 11% reduction
Case Escalations: 42% reduction