Which metrics relate to knowledge management effectiveness?

First Contact Resolution (FCR) rates and solutions updated by support are directly linked to the effectiveness of knowledge management within a support center. FCR rates indicate how often customer issues are resolved on the first interaction without the need for further follow-up, which can be significantly impacted by the availability and quality of knowledge management resources. A well-maintained knowledge base allows support agents to access the right information quickly, leading to higher FCR rates.

Additionally, tracking solutions updated by support reflects the ongoing improvement and relevance of the knowledge management system. When support staff frequently update and refine the knowledge base based on new information or repeated customer inquiries, it ensures that the most accurate and potent solutions are readily available to agents, directly influencing their ability to resolve issues effectively. This continuous lifecycle of feedback and improvement within knowledge management serves as a cornerstone for enhancing overall support performance.

In contrast, the other options focus on various aspects that do not directly gauge knowledge management effectiveness. For instance, the number of employees trained and customer feedback can provide insights into training quality and customer satisfaction but do not specifically measure how well knowledge is being utilized or managed. Metrics like website traffic and social media engagement offer context for customer outreach, while cost savings and revenue generation are financial indicators rather than measures of