Angel.com, a US provider of call centre solutions, created a wiki website to publish and share best practices and become a centralised, shared repository of information assets. The wiki was highly popular and its use soon spread. Project staff invited key partners into a wiki workspace where they could securely communicate and collaborate with one…

BPIR Categories

9.7.2 Provide mechanisms for internal communication
10.4.4 Manage internal information & knowledge sharing
10.4.5 Manage external information & knowledge sharing
10.5.3 Manage network operations
14.3.2 Implement an improvement approach/method/technique

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