Driving Agent Engagement and Participation With Gamification

Today, customer service productivity directly impacts organizational growth. And, the key to boosting agent efficiency lies in adopting a knowledge-first culture supported by gamification and rewarding systems. For better employee engagement and to foster a continuous learning process, gamification is a crucial tool for enterprises aiming to improve customer service outcomes.

With this blog, you’ll explore how SearchUnify’s agentic AI-fueled Knowbler helps transform your workplace to deliver measurable results.

3 Ways In Which Knowbler Makes it Happen

1. Easy Integration with CRMs

SearchUnify Knowbler seamlessly integrates popular CRMs like Salesforce, Zendesk, Microsoft Dynamics, and more, eliminating tab hopping or switching between platforms. Such integrations streamline workflows and minimize the time wasted searching for information. For instance, agents resolve cases quickly by linking relevant knowledge articles directly to customer tickets, reducing the resolution time and enhancing customer experience.

2. Fostering a Knowledge-Sharing Culture

One of the biggest challenges in surpassing customer expectations is the lack of knowledge-sharing culture, leading to knowledge silos. SearchUnify Knowbler addresses this issue by promoting knowledge-linking features via its agentic AI-fueled features. This ability to link and find knowledge in just a few clicks drastically reduces the learning curve for new knowledge workers and improves onboarding efficiency. Moreover, the recent gamification feature highlights a ‘Knowledge Champion Board’ that ignites user adoption, and engagement and transforms mundane tasks into exciting challenges. That’s how it motivates, rewards, and drives participation and a knowledge-sharing culture in an enterprise.

3. Gamification With Knowbler’s ‘Knowledge Champion Dashboard’

Daily tasks for support agents become interesting with SearchUnify Knowbler’s ‘Knowledge Champion Dashboard’ that helps drive gamification through the following primary metrics:

(a) Knowledge Linking Index (KLI): Measures the extent to which agents reuse and link knowledge articles to cases as a reference for other agents. This metric encourages agents to utilize the knowledge base effectively, making it easier for the team to find relevant knowledge timely.

(b) Knowledge Contribution Index (KCI): Measures agent’s contribution to creating new knowledge articles. It focuses on the opportunities present and utilized by the team. Includes measuring the following aspects:

• Agent’s maximum contribution towards knowledge creation
• Number of knowledge creation opportunities assigned
• Articles created from the assigned knowledge creation tasks

Under this metric, the impact is measured in terms of knowledge creation.

(c) Knowledge Effectiveness Index (KEI): This index measures the impact of agents’ activities. These activities might include creating knowledge, attaching and linking articles as a reference for other agents, and more.

• Knowledge sharing impact: How often do others share knowledge and how many agents are benefiting from it?
• Customer impact: How is that knowledge helping customers solve issues independently?
• Quality assessment: What is the average rating given by customers to your knowledge articles?

That’s how Knowbler’s ‘Knowledge Champion Dashboard’ brings gamification to the workplace by rewarding the top performers based on their KLI, KCI, and KEI scores. Once the score is determined, agents earn badges, motivating them to perform better.

3 Reasons To Embrace Knowbler’s Knowledge Champion Dashboard

Here are the three major reasons why you must implement Knowbler in your enterprise:

Higher Agent Engagement: With gamification in the workplace, tasks no longer appear monotonous. Engaging in activities like creating new articles, linking them to cases, etc comes with earning scores, leading to higher motivation levels. Thus, by introducing leaderboards, scores, and rewards, SearchUnify Knowbler enables agents to visualize their progress, fostering a sense of accomplishment and team spirit.

Improved Agent Performance: When agents are motivated, productivity soars. Knowbler’s ‘Knowledge Champion DashBoard’ ensures that they are not just working harder but smarter. The real-time feedback mechanism helps agents identify their key strengths and areas for improvement.

Enhanced Customer Satisfaction: With a gamified approach, agents are equipped to handle customer inquiries with greater agility and precision. The outcome is – happier customers due to faster resolutions.

Gamify Your Way To Success With Agentic AI-Fueled Knowbler

Incorporating a knowledge-first approach supported by gamification strategies drastically improves agents’ productivity, engagement, and customer satisfaction. Integrated with gamification features and robust knowledge management capabilities, SearchUnify Knowbler is here to foster a culture of continuous learning and recognition. By rewarding knowledge workers for their achievements, enterprises not only customize customer service operations but also build a more resilient and motivated workforce.