Calculating ROI For Knowledge Base Software
Knowledge Management is the ongoing process of capturing, optimizing, and delivering information. It is not a one-time purchase of a new support center tool. Therefore to calculate the Return On Investment (ROI), you need to evaluate the cost of implementation and the cost of management. Quantifying the benefits in dollars can be difficult.
Most managers are able to forecast the costs, but struggle to forecast the savings. 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. In addition, before you can forecast an improvement, you have to know where you are. Some knowledge management vendors can help.
This free white paper demonstrates how to calculate future savings in dollars as a result of:
- Reducing the average call time in your call center
- Increasing the first call resolution rate
- Reducing the escalation rate
- Reducing the training time of a new support person
See https://www.givainc.com/white-papers/index.htm to access white paper.