Yes, it is important to build a knowledge base to help increase first call resolution, provide consistent answers and stop your team from reinventing the solution every time the same type of call is received by the call center or IT help desk. A great knowledge base software tool should also have exceptional Real-time Reports. You should be able to generate the following Real-time Reports about your knowledge base and employees to lead your organization.
Does your firm provide valuable incentives to reward employees for building and maintaining a high quality knowledge base? People need to know that you can measure their contributions and differentiate between employees on the help desk or in the call center. If you provide some valuable incentives to motive people and you can measure the value/quality of knowledge over time...just watch your high performers..they will seek to impress and help you build an outstanding knowledge base.
Let everybody know about the incentives that are available. Think iPods, iPhones, digital camcorders and cameras or some of the bling on display at http://www.ubergizmo.com/15/archives/bling/ It will actually be cool to work on the help desk or in customer service.
Here is a White Paper with more detail. https://www.givainc.com/white-papers/customer-service-best-practices.htm