Welcome
Knowledge Management for Customer Service
Turn knowledge into better customer outcomes and build the foundation for AI.
Book a KM discovery - gary.wyatt@gwknowledge.com
What I Do
The problems I help solve
- Agents can't find the right answer quickly
- Multiple sources contain conflicting information
- Knowledge isn't trusted or maintained
- Customers are repeating themselves
- New agents take too long to become productive
- KM technology isn't delivering the expected value
- You're considering AI but your knowledge isn't read
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.