Conference Presentation

One KCS Program to Align the Enterprise, Partners and Clients

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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

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