To improve its call centre performance a US Fortune 500 PC maker set up a collaborative wiki. If service reps could not find the answer fast in the not so easy to access company knowledgebase, they used the wiki software to open a new "topic" and request help from peers who had faced the same…

BPIR Categories

9.7.2 Provide mechanisms for internal communication
10.4.4 Manage internal information & knowledge sharing
7.3.1 Respond to information requests
7.3.2 Manage customer complaints

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