The universal containers customer support organization has implemented knowledge centered support (kcs) in the call center. however, the call center management thinks that agents are not contributing new knowledge articles as often as they should. what should the company do to address this situation? ( select 2 )

a. require agents to check a box on case when submitting a new suggested article
b. create a dashboard for articles submitted by agents & approved for publication
c. measure & reward agents based on the # of new articles submitted for approval
d. measure & reward agents based on the # of new articles approved for publication

B. Create a dashboard for articles submitted by agents and approved for publication.

C. Measure & reward agents based on the # of new articles submitted for approval.

Explanation:

A data dashboard is a tool that manages, visually traces, displays and measures success in meeting performance objectives. In this scenario, creating a dashboard will keep track of submitted and approved publication. This helps agents to determine the quality of their articles. It guarantees that the correct procedures and methodology are being pursued for article creation. This will increase productivity of the company and saves time as the staff would not have to spend a lot of time in making reports in Excel. As a matter of fact when agents view their key measurements on dashboard, they will instinctively start improving and contributing new knowledge articles. Measuring and rewarding agents on the basis of new articles submitted for approval is a way to encourage and motivate the agents in order to make them make contributions. As a result of this motivation they will work harder. Giving rewards as encouragement will also attract new agents.