Knowledge Management Solutions - Blog

How to calculate the ROI of knowledge management

How to Calculate the ROI of Knowledge Management

Finding a reliable method of calculating the Return on Investment (ROI) for a contact centre when changing or choosing a knowledge management software is an issue many professionals struggle with. The difficulties come down to the many variables and metrics each business uses to measure the financial impact of knowledge management software on a certain initiative.

CX Knowledge Managment System
The introduction of Knowledge Management (Knowledge Management) systems changed the game for many businesses in the modern era. The ability to quickly access data across an enterprise enabled companies to grow at speeds that corporate executives only dreamed about 50 years ago.
Knowledge Managment transurban
Transurban wanted to provide career development opportunities within their customer service team and set about identifying and training a pool of talented people who could move easily between functions to perform critical tasks, thus reducing single points of dependency. With the livepro Knowledge Management System at their fingertips, the processes and information they needed to cross-train customer service officers were seamlessly incorporated into a new cadetship initiative.
Knowledge Management Integrations
Integrating knowledge base software with existing business systems is key to answering customer enquiries with efficiency and consistency.
CX Knowledge Management Systems KMS
When it comes it customer service, it does not matter what country or region your organisation operates from or in, it is crucial to get it right! Adapting to changing trends is just one part of a complex issue that influences other vital components of an organisation.
So it makes sense that the best Knowledge Management Systems deliver the answers to your customers through all available channels, and organizational knowledge is managed through one single source of truth.
The Sydney to London Partnership livepro and Mobile Cloud are pleased to announce our strategic partnership across EMEA, combining Mobile Cloud’s industry leading CX RPA management consulting services with livepro’s world class Enterprise CX Knowledge Management Solution. Companies now more than ever are recognizing that they need to accelerate the enablement of their Knowledge solutions [...]
CX Knowledge Management
The data referenced comes from Genesys’ 2019 Asia Pacific Consumer Research (APCR).  Calling customers the lifeblood of any organization is akin to saying breathing is essential to living. Despite the value of customers being a universal truth, all too often, there are still companies that fall short when it comes to keeping them satisfied. Sometimes, [...]
This year's livepro virtual forum has a stellar quality of award nominations this year, read more to see who the lucky winners were.
Why livepro? When it comes to Knowledge Bases and Knowledge Management Solutions (KMS) there are many different options and brands to consider. You may have used many different systems, you might be familiar with the KMS you have always used or you might never have used one at all and transitioning from a file manager [...]
Knowledge Management Systems
Breaking Down Ticketing Systems vs Knowledge Bases for Support When it comes to Knowledge Management Systems and Knowledge Base Software offerings, ticketing systems like Zendesk Guide and many others offer a self-service knowledge base as part of their product suite. These systems are commonly used in contact centres with heavy customer support activity. Some of [...]