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 Value of Standardizing Knowledge in IT Service and Support")
With an influx of new hires, it’s essential to find ways to flatten the learning curve. Tightening up your knowledge management can help.
According to the U.S. Bureau of Labor Statistics, there were 5.9 million job separations in December 2021. Only 0.8% of those w...
Read More "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 "How to Preserve Relationships Remotely")
Remote work can be lonely. Here are some practical steps to take to ensure that everyone feels connected on your team.
In 2016, I was an anomaly at my company - one of a very small handful of people who were approved to work remotely. I may have been one of only two mana...
Read More "It’s Time to Rethink the Culture of Hiring")
Too often, organizations are hiring with pre-pandemic processes. It’s time to examine whether you are hiring applicants or candidates.
Recently my financial institution requested that I sign and return a document to them, via Fax. I laughed out loud when I read the...
Read More "Reduce the Shame That Comes with Phishing Attacks")
It’s bad when an employee falls for a phishing email; it’s worse if they hide it. Here’s how to help your organization's employees feel like partners in cybersecurity.
I don’t mean to sound paranoid, but people in your organization are lying t...
Read More "Extreme Shift Left Workshop")
Breif Overview of Workshop :
Integrating AI into ITSM can bring many benefits, like -
Automating repetitive and boring tasks
Improving End User Experience &
Freeing up staff for more pro-active work
Join us to look at how and why you should be using AI t...
Read More "IT Must Allow Time for Some Non-Essential Work Requested by Other Departments")
The priorities of other departments may not always align with IT’s big picture but keeping stakeholders happy is worth the effort.
Too often, the IT department doesn’t get the credit it deserves. In fact, the department might get more blowback than warra...
Read More