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:
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