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.
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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