Go offline with the Player FM app!
Future of Knowledge Management | Martin Hobratschk
Manage episode 503027278 series 2952337
Guest:
Martin Hobratschk, CEO of Cognita Knowledge Management
Host:
Darren Prine, Cloud Tech Gurus
Episode Overview
Knowledge management is often overlooked — or worse, misunderstood. Many companies think a SharePoint folder or Google Docs library is enough. In reality, these “digital landfills” slow down agents, frustrate customers, and hurt retention.
In this episode, Darren speaks with Martin Hobratschk about the state of knowledge management and how it’s evolving with AI. They cover the real symptoms of broken systems, the business value of doing KM right, and practical steps leaders can take to evaluate, select, and optimize a true knowledge management system.
Key Topics
The difference between a knowledge base and a true KMS
Symptoms of poor KM: repeat customer calls, long agent onboarding, siloed knowledge
The role of KMS in remote and BPO environments
How AI and automation are transforming knowledge sharing
Why knowledge governance is as important as data governance
The ROI of effective KM — from faster onboarding to higher CSAT
How to evaluate readiness and select the right system
Resources Mentioned
Martin’s Book: MVP KB: A Practical Guide for Customer Service Knowledge Management
Free Assessment Toolkit: https://www.cognita-km.com/toolkit
Cognita Knowledge Management: https://www.cognita-km.com
Cloud Tech Gurus: https://www.cloudtechgurus.com
Connect with Martin
Website: https://www.cognita-km.com
LinkedIn: https://www.linkedin.com/in/hobratschk/
Connect with Darren
LinkedIn: https://www.linkedin.com/in/darrenprine/
Website: https://www.cloudtechgurus.com
Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.
22 episodes
Manage episode 503027278 series 2952337
Guest:
Martin Hobratschk, CEO of Cognita Knowledge Management
Host:
Darren Prine, Cloud Tech Gurus
Episode Overview
Knowledge management is often overlooked — or worse, misunderstood. Many companies think a SharePoint folder or Google Docs library is enough. In reality, these “digital landfills” slow down agents, frustrate customers, and hurt retention.
In this episode, Darren speaks with Martin Hobratschk about the state of knowledge management and how it’s evolving with AI. They cover the real symptoms of broken systems, the business value of doing KM right, and practical steps leaders can take to evaluate, select, and optimize a true knowledge management system.
Key Topics
The difference between a knowledge base and a true KMS
Symptoms of poor KM: repeat customer calls, long agent onboarding, siloed knowledge
The role of KMS in remote and BPO environments
How AI and automation are transforming knowledge sharing
Why knowledge governance is as important as data governance
The ROI of effective KM — from faster onboarding to higher CSAT
How to evaluate readiness and select the right system
Resources Mentioned
Martin’s Book: MVP KB: A Practical Guide for Customer Service Knowledge Management
Free Assessment Toolkit: https://www.cognita-km.com/toolkit
Cognita Knowledge Management: https://www.cognita-km.com
Cloud Tech Gurus: https://www.cloudtechgurus.com
Connect with Martin
Website: https://www.cognita-km.com
LinkedIn: https://www.linkedin.com/in/hobratschk/
Connect with Darren
LinkedIn: https://www.linkedin.com/in/darrenprine/
Website: https://www.cloudtechgurus.com
Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.
22 episodes
Усі епізоди
×Welcome to Player FM!
Player FM is scanning the web for high-quality podcasts for you to enjoy right now. It's the best podcast app and works on Android, iPhone, and the web. Signup to sync subscriptions across devices.