CRT-261 · Question #146
The Universal Containers (UC) customer support organization has implemented Knowledge- Centered Support (KCS) in its call center. However, the call center management thinks that agents should…
The correct answer is B. Measure and reward agents based on the number of new articles approved for publication. To encourage agents to contribute more frequently to the Knowledge base, implementing a system to measure and reward agents based on the number of their articles approved for publication is recommended. This incentivizes quality contributions and ensures that new content meets…
Question
The Universal Containers (UC) customer support organization has implemented Knowledge- Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often. What should UC do to address this situation?
Options
- AMeasure and reward agents based on the number of new articles submitted for approval.
- BMeasure and reward agents based on the number of new articles approved for publication.
- CRequire agents to check a box on the case when submitting a new suggested article.
How the community answered
(35 responses)- A14% (5)
- B77% (27)
- C9% (3)
Explanation
To encourage agents to contribute more frequently to the Knowledge base, implementing a system to measure and reward agents based on the number of their articles approved for publication is recommended. This incentivizes quality contributions and ensures that new content meets the organization's standards before being added to the Knowledge base.
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