Gary Wyatt - Senior Group Knowledge Manager at HSBC
Knowledge Cast by Enterprise Knowledge
What's Your Approach to Upskilling Less Trained Call Center Agents?
There's a lot of unintended consequences to gamification, if not designed properly. I think some days it seems like a really good idea and I can see some really specific use cases, but it certainly varies. We also try and implement a couple of other roles that sit within the operations. So we have knowledge champions and this is normally a sort of rotated role within the business whereby agents can volunteer to be the knowledge champion for a particular call center or site. To deal with those peaks and troughs, we use the condiments from the call center to bring in high performing agents to work with us on content.
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