Here are some compelling facts about the benefits of knowledge management. By harnessing knowledge, companies are able to: Solve Cases and Incidents Faster 1. 50 - 60% improved time to resolution 2. 30 - 50% increase in first contact resolution Optimize Use of Resources 3. 70% improved time to proficiency 4. 20 - 35% improved employee retention 5. 20 - 40% improvement in employee satisfaction Enable eServices Strategy 6. Improve customer success and use of web self-help 7. Up to 50% case deflection Build Organizational Learning 8. Actionable information to product development about customer issues 9. 10% issue reduction due to root cause removal.
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