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| Author: | Walker, S. |
| Title: | Delivering market-leading support at Lucent |
| Journal: | Knowledge Management Review
2006 : NOV/DEC, VOL. 9:5, p. 18-23 |
| Index terms: | knowledge management customers service quality telecommunication companies case studies Europe |
| Language: | eng |
| Abstract: | At telecoms firm Lucent Technologies, a proliferation of new and increasingly varied products, technologies and services required new approaches to maintain a high level of customer service. This article deals with the development and implementation of a knowledge-centered support strategy at the firm's European customer support division. The program included three stages across 11 European countries, with participatory action research and after action reviews providing valuable lessons throughout. |
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