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The article offers the author's insights on the success of knowledge management (KM) program and adoption of gamification. The author says that KM program's ability to promote and support a culture of collaboration and knowledge sharing defines its success, however, tools, processes and organizational constructs are also important elements. According to professor Kevin Werbach of Wharton School of Business, gamification is the use of game elements and design techniques in non-game context. INSET: GAMIFICATION: PRACTICAL TIPS.

The article outlines the eight technologies that are driving contact center innovations. Topics include the impact of a cloud-based contact center infrastructure on the dynamics of the market, the potential of mobility to enhance the service experience of both recipients and providers, and self-service as the preferred channel for Millennials. Also mentioned are knowledge management (KM), voice biometrics and gamification.

The article highlights the benefits of a knowledge management software on customer support experience. Featured advantages include the improvement business performance through knowledge gamification, accuracy of knowledgebase and ideal customer support experience by using online contextual help. The significance of a video support on customer service is also tackled.