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:
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 Agent Portal keeps agents engaged and motivates them to keep the knowledge fresh.