Welcome
Knowledge Management for Customer Service
Turn knowledge into better customer outcomes and build the foundation for AI.
25+ years' experience | 100+ KM deployments
Not sure where your KM is holding you back? Let's talk. Book a free 30-minute KM Discovery call. gary.wyatt@gwknowledge.com
The problems I help solve
Can't find the right answer?
Make knowledge easier for agents and customers to find, understand and trust.
Inconsistent answers across channels?
Create governed, connected knowledge that delivers a consistent customer experience.
Agents spending too long searching?
Improve knowledge architecture, search, content and frontline workflows.
Knowledge isn't being maintained?
Create the governance, ownership and operating model needed to keep knowledge current.
Planning to introduce AI or Copilot?
Build the trusted knowledge foundation AI needs to deliver reliable answers.
Results that speak for themselves
Gary has successfully led multiple Knowledge Management deployments, each focused on driving real, measurable business outcomes. Below is a snapshot of the impact KM has made across industries.
🔹 Improved Customer Experience
- 24% increase in first contact resolution for a leading media and telco provider.
- 11% reduction in customer escalations at a major telecom company.
- 18% fewer retail-to-call-centre escalations, improving overall CX continuity.
🔹 Greater Operational Efficiency
- 30% reduction in average handle time at a financial services call centre.
- 30% faster time to competency for new agents at a global telco.
- Consolidated 50+ information sources into a single source of truth for a major media organization.
🔹 Increased Business Performance
- 10–15% uplift in sales for a leading retail client.
- 50% reduction in mobile phone returns through improved knowledge availability and agent accuracy.