Welcome
Knowledge Management for Customer Service
Helping with Knowledge Management success!
What I Do
All About Gary Wyatt
Gary is an award-winning knowledge management professional with over 22 years of experience across multiple roles, countries, languages, and industries. Gary has a proven track record of helping businesses achieve greater effectiveness and efficiency through the application of knowledge management tools, principles, and techniques across multiple channels. Gary is committed to helping organisations to deliver tangible, measurable results and believes that by effectively managing and leveraging knowledge, businesses can unlock huge potential and achieve their goals. See how his expertise in knowledge management can benefit your organization.
Real Benefits
Gary has helped deliver on over 100 Knowledge deployments and understands the power an effective Knowledge Management solution can bring. Here is a snapshot of the real benefits that have been delivered:
- First contact resolution increased by 24% for a leading media and telco company.
- Average handle time reduced by 30% for a financial services call centre.
- Increased sales by 10-15% for a leading retailer.
- Reduced mobile phone returns by 50% for a telco.
- 18% reduction in escalations from retail to call centre.
- Time to competency reduced by 30% for new agents in a leading telco company.
- Consolidated over 50 sources of information into a single source of truth for a media company.
- Customer escalations reduced by 11% for a telco
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Your help is appreciated
This site is run as a hobby to share my knowledge and personal experience. Any donations would help cover the cost of running and maintaining the site
