Knowledge Management at Xerox has been around for a long time.
The video below shows that they are planning for the next step - an integration of their current system, focused on the technicians, with a knowledge-based support system for the call centres and for customer self-help.
The video below shows that they are planning for the next step - an integration of their current system, focused on the technicians, with a knowledge-based support system for the call centres and for customer self-help.
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