In order to provide complete functionality, this web site needs your explicit consent to store browser cookies. If you don't allow cookies, you may not be able to use certain features of the web site including but not limited to: log in, buy products, see personalized content, switch between site cultures. It is recommended that you allow all cookies.

This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Conference Presentation

One KCS Program to Align the Enterprise, Partners and Clients

This report is for members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

With formal and unstructured knowledge collaboration, Pitney Bowes shares their adoption of Knowledge Centered Support (KCS) to provide standard tools to deliver audience-specific knowledge for Field, Call Center, Partners and Clients. You'll learn how incorporating Field and Marketing partners into your KCS ecosystem can lead to standardized field solutions which can potentially shift resolutions to lower cost channels such as Call Center or Web. During this session, you’ll hear how Pitney Bowes implemented: 

  • A centralized KCS team, tools and resources
  • A partnership with Field Support teams to fill gaps in the knowledgebase
  • Deployed Collaboration through Enterprise Social Community of Practice for Field to bubble up new knowledge to be formalized back into central knowledgebase for future reuse. 
In this interactive session, you’ll have the opportunity to ask questions and discuss how to enhance your knowledge capabilities. 


Presented By:

Adina Ba

Associate Director, Knowledge Management, Pitney Bowes

Publish Date: October 19, 2016

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.