Building a Business Case for Knowledge Management

It’s not difficult to see how knowledge management can save your organization money. If agents can quickly find consistent, accurate answers to customer service questions, handle time and error rates should go down and customer satisfaction should go up.

In fact, Aberdeen Group has found that best-in-class knowledge management users have significantly higher customer retention rates, SLA compliance rates and first-time fix rates.1

While this probably seems straightforward, getting budget approved for your own knowledge management project may not be quite so simple. With competing throughout the organization and ever-tightening budgets, executives are looking for detailed and specific ROI calculations.

In order to get your project funded, you will likely need to build a tailored ROI describing exactly how knowledge management will benefit your organization.

In our upcoming webinar, Verint’s knowledge management experts Brad Bannwart and Cameron Hissey will walk you through how to do just that, providing guidance on a variety of approaches and metrics so you can find what works for you. Some metrics, such as handle time, are likely to factor into almost every KM ROI, but there may also be unique factors that you specifically want to call out—such as reduced training time, increased compliance, or simplified maintenance.

Our experts will walk through these topics and how to bring them together into a complete business case.

This webinar is part of our ongoing Knowledge Is Power webinar series. If you haven’t already signed up for this series, it’s a fantastic way to get acquainted with the basics of knowledge management and then learn how knowledge management can benefit your organization and how to get started.

In the first two webinars, we’ve spoken with Ian Jacobs, Senior Analyst, Forrester Research to define some knowledge management fundamentals and market trends. Next, I spoke about some efficiency challenges that contact centers are facing and how KM helps to resolve them.

Brad and Cameron are up next to discuss this current topic of the KM business case—and then we’ll wrap things up with Sarah Sheets, Manager of Solution Publication at Asurion, a Verint customer who will speak about her own experience with Verint Knowledge Management.

I hope you will join us for this webinar series so you can get started with your knowledge management program!

Knowledge Is Power Webinar Series: Webinar 3

How do I build the business case to invest in knowledge management technology?

Thursday, November 10, 2 – 2:45 p.m. ET

Register here.


1 Aberdeen Group, Field Service Knowledge Management: The Link Between Service Excellence and Efficiency, March 2016

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