In improving agent engagement with knowledge articles, what strategy should be implemented?

Implementing a strategy that measures and rewards agents based on article submissions effectively motivates agents to engage with knowledge articles. When agents know they will receive recognition or incentives for contributing to the knowledge base, they are more likely to actively participate in creating, updating, and sharing valuable content. This not only enhances the quality and relevance of the knowledge articles but also increases agents' ownership and pride in the knowledge-sharing process.

By creating a culture of recognition tied to article contributions, organizations can foster a sense of community among agents and cultivate an environment where knowledge sharing is prioritized. This strategy also encourages agents to take the time to reflect on their experiences and share insights that can be beneficial to their colleagues, further enhancing overall service quality.

While creating more knowledge articles, incorporating gamification, and enhancing training programs are beneficial practices in their own right, they may not have the same direct and immediate impact on motivating agent engagement as a system of measurement and rewards tied to knowledge contributions. These alternatives can complement the reward system but do not inherently drive the same level of active participation and engagement as recognizing contributions does.