Future of Knowledge Management | Martin Hobratschk

The Contact Center Gurus

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.