Knowledge gamification from RightAnswers
RightAnswers has introduced gamification to enhance enterprise knowledge and improve customer service by driving the right behaviors. The company says RightAnswers gamification encourages customer service agents to contribute to the knowledge and improve its quality, resulting in an up-to-date knowledgebase that can better resolve customer issues.
The company explains that companies using gamification can assign points to behaviors they want to promote, such as creating or updating a knowledge article, sharing knowledge with peers, authoring an article that was found helpful by others, using social forums, etc. Each agent’s dashboard shows that agent’s score as well as the highest score among all agents for an element of competition.
RightAnswers reports gamification is used in customer service and support to:
- accelerate adoption of the knowledge initiative,
- motivate agents to create new knowledge and update existing knowledge, and
- drive agents to use social channels for peer-to-peer support.
RightAnswers provides “games” out-of-the-box for three different audiences—agents, authors and self-service users—with the ability to assign users and teams, define goals, set points and track progress. RightAnswers follows 12 separate knowledge-related activities that can be selected for any new games clients create.