What should Universal Containers implement to encourage agents to contribute new knowledge articles?

Implementing a system to measure and reward agents based on the number of new articles approved for publication is an effective way to encourage knowledge sharing within the team. By focusing on the approval of articles, rather than just submission, the organization emphasizes the quality and relevance of the content being created. This approach can motivate agents to contribute articles that are not only new but also likely to meet the organization's standards for knowledge sharing, as they will be aware that their contributions are evaluated for quality rather than quantity.

Reinforcing the importance of producing valuable knowledge articles can lead to more thoughtful submissions, which ultimately enhances the knowledge base and ensures that the material is useful not only to agents but also to customers. Rewarding agents for articles that make it through the approval process also fosters a collaborative culture where agents feel encouraged to refine and improve their contributions, leading to a stronger overall knowledge management strategy.