Level Up Your Knowledge Game with Knowbler Gamification!

Tanya Dhar

• January 07, 2025 07:31

Let's be honest, knowledge management can feel like a thankless treadmill. You're working hard, but are your agents feeling the love? A few months back, a support team lead shared her struggles with me– agents were bored, felt unrecognized, and keeping the knowledge base up-to-date felt like an uphill battle. It was a lightbulb moment.

We needed to make knowledge sharing fun. We needed to make it rewarding.

Enter Knowbler Gamification. 

Our new Knowledge Champion Dashboard is designed to ignite agent engagement and drive a knowledge-centered culture. Here's the lowdown:

1. Leaderboard Glory: A little healthy competition never hurts! Agents can now see where they rank against their peers, based on Knowledge Linking (KLI) and Contribution (KCI) scores. Time to climb those ranks! 
2. Badge Bonanza: We're not just handing out participation trophies. These badges represent real achievements – linking knowledge to cases, creating killer content – giving agents the recognition they deserve. 

 Why This is a Game-Changer:

• Support Managers: Fewer escalations, happier agents, and a self-service culture that actually works.
• Agents: Recognition, motivation, and a chance to shine as a true Knowledge Champion. 
• Customers: Faster, more accurate resolutions, and a seamless support experience.

It's a win-win-win.

Now, let's talk! What are your biggest KM challenges? How do you motivate your team to share their knowledge? Share your thoughts in the comments below.

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  Beth Coleman

  • February 05, 2025 17:05

  Could you add details of the Contribution Index for those not familiar with it? The Consortium for Service Innovation references this metric that combines several activity based metrics. Are you able to change the metrics you display in the leaderboard? If so, I suggest replacing link rate (number of articles linked) with article reuse (also known as citations). Placing a goal on an activity can lead to low accuracy of articles being linked as the team members are motivated to get points on the leaderboard to achieve a higher 'count'. Focusing on the accuracy of the link is better for everyone, especially for the customer!

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