How to Effectively Use Knowledge Management Analytics

Analytics to Track to Maximize Your ROI

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Managing content is the largest knowledge management challenge for most organizations. This includes having sufficient staff, automating workflows, and ensuring existing content is kept up to date.

To deliver the most relevant and useful knowledge, you need to regularly track the effectiveness of your knowledge base. This enables you to promote the best answer to each question and improve and enhance answers when necessary, which in turn improves your high-level KPIs like average handling time (AHT) and first call resolution (FCR).

With knowledge management analytics, you can transform data into actionable insights to help you:

  • Understand how KM is improving high-level KPIs like average handling time (AHT)
  • Track content effectiveness and accuracy
  • See how self-service impacts deflection rates and meets service demands