Leaders, agents and end users need to be involved in the knowledge sharing process. Gamification is an interesting one as it can leave out quiet members of staff who don't want to contribute. If you're working in a multi-channel capacity, if a call center agent leaves a brilliant piece of feedback, you then serve that piece of content to a digital channel or social media,. The reach that piece of feedback can have and the impact could be vital.
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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