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The challenge was for key product marketing and engineering staff to take time out of their crazy schedules to travel around to teach these seminars, and it's equally inconvenient for field staff to attend multi-day training events in person. To alleviate this burden, Cisco hired Altus Learning Systems to record and digitally post-produce events, enabling fast knowledge searches for hundreds of engineers and product managers. Implementation of the initial service center worked so well that Cisco expanded its outsourcing contract to support the technical readiness of their large sales engineering group.
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