In this episode of Contact Center Journeys, host Darren Prine sits down with knowledge management expert Martin Hobratschk to discuss the future of knowledge systems in customer experience. They explore the symptoms of broken KM, the risks of “digital landfills,” and how AI is reshaping knowledge management across contact centers.
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