Gary Wyatt - Senior Group Knowledge Manager at HSBC
Knowledge Cast by Enterprise Knowledge
Introduction
knowledge management is all about delivering value to either the customer or staff members that are dealing with the customer on an ongoing basis. Great people process content, culture, technology, hit my top five for sure, nailed it. So if the call center agent can answer a customer's question quickly and effectively, they'll in turn feel happier in their job,. It might reduce early tenure attrition, they'll become more productive quicker, and overall the experience will be better.
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