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Gary Wyatt - Senior Group Knowledge Manager at HSBC
Knowledge Cast by Enterprise Knowledge
Context Is the New King of Knowledge Management
context is the new reigning monarch of knowledge management, some might say. When I think of it in a call center context, I think, okay, we know where they live, what products they've purchased. So rather than sift through 1000 documents, we can start with just the 10 that are pertinent to their locale and to the products that they had purchased. It could be that there's a, I currently work for HSBC, it could be that all the ATMs are down in a certain city or a certain area. We could automatically prompt notifications to the agents if someone comes through from this area. And you could almost solve the problem before it even comes through on the phone.
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