Knowledge Base ROI Model Calculator
Type:
Posted on 4 April 2019
This HDI developed spreadsheet allows you to calculate the return on investment (ROI) of acquiring or building a knowledge base.
It is a very useful tool when writing a business case for Knowledge Management or justifying the up front costs for implementation.
Required information for the calculations include:- Monthly number of calls;
- Average hourly pay for level 1 & level 2 staff;
- % FCR;
- Total incident handling time;
- Training costs; &
- Knowledge base implementation costs etc.
Documents to download:
Related Stories
 "The Biggest Security Threats to a Mobile Workforce")
As the remote workforce expands exponentially, many workers are doing critical day-to-day work on their mobile phones. This creates a new weak point that can be exploited for cyberattack. Here are some of the biggest threats your business may face.
Currently, 44 per c...
Read More "Implement a Successful Bot Strategy in 12 Steps")
Best of HDI in 2020 - #6
During the implementation of Sherlock, the knowledge chatbot, I learned a great deal about chatbots and the effort it takes to create a "conversation-like" interface that can successfully support customers. An adoption strategy must ...
Read More "Five Predictions for Service Management for 2021")
The previous year was a pivotal one for service management, helping the profession prove its worth within companies. The coming year will continue to offer opportunities for digital optimization, enhanced employee experience, more automation, and wider use of knowledge ...
Read More "Creating Company Culture Through Knowledge-Centered Support")
Knowledge-centered support is important, but it will only succeed within a company when it aligns with the shared values of that company. Here is how one company integrated aspects of KCS in a way that worked best with its core values.
Last year I traveled the world a...
Read More "Creating a Compelling Purpose Statement for Knowledge Management")
Knowledge management requires breaking down long-established silos within the organization. Communicating the "why" of knowledge management in a clear way helps create buy-in among stakeholders. A compelling purpose statement about knowledge management that ad...
Read More "Put the Customer or Client at the Heart of Your Decision-Making")
Traditionally, engineers have created new products for tech firms, not end users. This old-school way of thinking must be flipped on its head.
During this time of rapid change, if technology teams allow only business-driven and product-driven initiatives to define their ...
Read More "What is KCS Thinking and Why Does it Matter?")
An overview of a method to encourage documentation of problem-solving to ensure continuity in IT service and support across your organization.
There’s an old saying: if you do what you always did, you’ll get what you always got. That is definitely true in the...
Read More "Performance is Not Enough")
As part of our series profiling HDI’s Strategic Advisory Board, we ask five questions of Stephen Paskel, a senior manager and site leader at AllState. He shares that to succeed in this industry, it’s important to be a good communicator, to want to serve others...
Read More "Strategically Implementing a Shift-Left Service Plan")
A discussion of why owning end-to-end service delivery is critical to your career. In part 1 of 2 in this series, we discuss how to do a thoughtful analysis to determine the best path forward for implementing shift-left strategies within your IT department.
Senior IT exec...
Read More "How to Get Started on Implementing Shift-Left Strategies")
In part 2 of this series on continuous improvement through a shift-left focus, here is an overview of beginning steps for implementing new efficiency strategies. Also included is a suggestion for initial goals to measure success once those strategies are implemented.
To ...
Read More