The present business environment calls for customer support to go beyond resolving issues and moving towards delivering exceptional customer experiences. Yet, many enterprises face persistent challenges like flat productivity, disengaged support agents, knowledge silos, inefficient tools, and more.
Your customer support team holds the key to exceptional customer experiences, but modern challenges often hinder their potential: passive training, siloed expertise, disengagement, and underutilized tools. These roadblocks not only impact productivity but also stifle collaboration and knowledge-sharing culture. That’s where Knowbler’s Knowledge Champion Dashboard, powered by Agentic AI enters. Designed to address these challenges, it transforms knowledge management into a gamified engaging experience. Here’s why enterprises should invest:
– Enhances collaboration by breaking down silos and encouraging agents to share their expertise, fostering a knowledge-first culture.
– Increases productivity with metrics-driven gamification features that motivate agents, turning routine tasks into exciting challenges with rewards and badges.
– Identifies improvement opportunities with real-time performance metrics like Knowledge Linking, Effectiveness, and Contribution indexes.
And it doesn’t stop there. If your team identifies gaps using these insights, we provide tailored training to bridge them—ensuring tools are not just implemented but fully leveraged to drive business outcomes.
Investing in Knowbler is investing in your team’s success, turning customer support into a strategic advantage.
Quick Fact: Gamification is the secret element for employee engagement that you might be missing out on. It boosts employee engagement by 90%. Simply put, gamification is a strategy that drives engagement and motivation to foster a team-building and knowledge-sharing culture where employees consistently work to achieve a common goal.
SearchUnify Knowbler Makes Gamification Easier – But How?
Agentic AI-fueled Knowbler is here with its ‘Knowledge Champion Dashboard’ that makes everyday tasks more engaging for knowledge workers and agents. This dashboard rewards knowledge agents, workers, and managers based on three metrics: Knowledge Linking Index, Knowledge Effectiveness Index, and Knowledge Contribution Index. With these metrics, teams get real-time feedback on their performance and gauge a hint of areas of improvement.
Implementing Gamification With SearchUnify Knowbler
Introducing gamification to your workplace shouldn’t be complex. This is why, Knowbler automates the process by:
Identifying Knowledge Creation Opportunities
As soon as the agent closes the case, the machine learning algorithms detect cases suitable for content creation, encouraging agents to contribute proactively. Simply put, once the agent closes the case, the ML will start indicating whether it’s a knowledge creation opportunity or not with three options being highlighted for the agents:
- YES: Signals an opportunity to create new knowledge articles.
- NO: Opting out of creating knowledge articles is an option if the same knowledge already exists.
- Not a knowledge-creation opportunity: Provides feedback helpful for service requests where knowledge creation is optional. Moreover, this isn’t included in the calculation during agent performance analysis.
Enabling Real-Time Feedback and Recognition
Immediate insights into their performance help agents identify their key strengths and improvement areas, which are based on metrics like the Knowledge Linking Index (KLI), Knowledge Contribution Index (KCI), and Knowledge Effectiveness Index (KEI) where agents can assess their impact and identify areas for improvement. This data-driven approach encourages accurate meta-tagging, efficient knowledge linking, and overall adoption of the right tools like Knowbler. That’s how with real-time feedback, identifying and rewarding contributions, agentic-AI-fueled Knowbler fosters a culture of continuous learning.
Wrapping Up
With SearchUnify Knowbler, your dream of turning your support team into a squad of knowledge-sharing champions comes true! It’s time to watch your agents level up their skills, compete for top honors, and unleash badges based on their performance.
The Results?
- Increased agent engagement
- Improved agent productivity
- Enhanced customer satisfaction
So, are you ready to elevate your customer support team? Request a demo to experience the power of a knowledge-first culture with Knowbler.