While most support center managers are able to forecast the costs, they struggle to forecast the savings. This is partially because a number of the benefits of Knowledge Management are defined as soft dollars. Companies struggle to put a value on customer satisfaction, job satisfaction, quality service, or even the intellectual capital that is captured into the knowledge base. Another reason companies struggle is because they lack a benchmark. Before you can forecast an improvement, you have to know where you are.
If you would like a white paper on this topic please download it at:https://www.givainc.com/wp/it-help-desk-software-cloud-whitepapers.cfm
Source: Joslin & Associates
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