9. Metrics to measure after implementing employee self service

9. Which of the following metrics is least important to measure after implementing a self-service tool for call center agents or help desk employees?

a) call avoidance
b) resolution rates
c) abandon rates
d) knowledge usage

ANSWER: C

In his white paper "Ten Principles for Knowledge Management Success," Tom Tobin of Knova Software Inc. says that companies might measure "handle time, abandon rates, and similar operational metrics" before implementing a knowledge management system, but that afterward it's important to measure call avoidance or knowledge usage, which also affect the measurement of resolution rates. Read more on metrics related to employee self service.

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