It’s one thing to issue an edict on the knowledge management tool your agents have to use. It’s quite another to get agent buy-in on a tool they’ll love. And you won’t succeed at giving great customer service without an engaged workforce. In fact, engaged employees are twice as likely to help someone at work, three times more likely to suggest improvements and much less likely to take a sick day.
RightAnswers’ Agent Portal provides a great experience for agents and increases adoption of your knowledge base. It presents agents with everything they need on one screen, making them more productive and their job easier:
Gamification around knowledge usage and creation in the portal for agents keeps them engaged and motivates them to keep the knowledge fresh.