There's a lot of unintended consequences to gamification, if not designed properly. I think some days it seems like a really good idea and I can see some really specific use cases, but it certainly varies. We also try and implement a couple of other roles that sit within the operations. So we have knowledge champions and this is normally a sort of rotated role within the business whereby agents can volunteer to be the knowledge champion for a particular call center or site. To deal with those peaks and troughs, we use the condiments from the call center to bring in high performing agents to work with us on content.
Enterprise Knowledge CEO Zach Wahl speaks with Gary Wyatt, Senior Group Knowledge Manager at HSBC, a global financial services organization that serves over 40 million customers worldwide. Gary is an award-winning knowledge management consultant with over 22 years of diverse experience across multiple roles, countries, languages, and industries, and he is focused on delivering tangible, measurable results for his clients.
In conversation with Zach, Gary discusses the importance of a user-centered mindset in achieving KM success, the value of networking with other KM professionals, and the benefits of implementing holistic solutions instead of relying on technology alone as a "quick fix."
Note: The views expressed by guests are their own, and do not necessarily reflect the views of their organization.
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