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.

HOW TO CREATE A GREAT DIGITAL, HUMAN EXPERIENCE  As the Director of The Customer Experience Company, I’m often asked a common question: ‘How do I improve our digital customer experience?’. It’s a great example of why asking the right question is so important. Digital strategies are likely to be at the core of most customer experience [...]
chatbots at livepro
livepro leading the way with Knowledge Solutionsand Integrations for LGA’s around Australia The Logan City Council (LCC) team recently invited our CEO Brad Shaw and Account Director Dave Callaghan to their offices to showcase the work that they have been doing with livepro Web-Answers and how they are using chatbots with livepro. Logan is already [...]
One of livepro’s mantras has always been, “it’s about the speed to answer.” So we weren’t surprised to hear that a recent report found that speed was the most important factor in having an excellent customer service experience. More than 18,000 respondents across nine countries took part in the survey, conducted in July and August [...]