Resource Library
APQC’s Resource Library is your source for timely and topical information to help you meet your most complex business process and knowledge management challenges. Explore our ever-growing collection of more than 5000 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.
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Measure Spotlights|
Percentage of contacts with CTI that have information pop up on the agent's desktop
This measure calculates the percentage of contacts with computer telephony integration (CTI) that have information pop up on the agent's desktop. It is part of a set of…
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Percentage of transferred calls that are misdirected
This measure calculates the percentage of transferred calls that are misdirected. It is part of a set of Process Efficiency measures that help companies optimize the…
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Transferred calls as a percentage of total inbound calls
This measure calculates the percentage of total inbound calls (i.e. calls initiated by the customer) that were transferred. It is part of a set of Process Efficiency measures…
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Calls abandoned in the agent queue as a percentage of total inbound calls
This measure calculates the percentage of total inbound calls (i.e. calls initiated by the customer) routed to an agent that were abandoned in the agent queue. It is part of…
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Number of inbound calls for requirements other than new orders, order modifications or inquiry, billing, complaints, or technical support as a percentage of total inbound calls
This measure calculates the percentage of total inbound contacts (i.e. any queries initiated by the customer related to sales, information, technical support, customer…
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Inbound contacts related to technical support as a percentage of total inbound contacts
This measure calculates percentage of total inbound contacts (i.e. any queries initiated by the customer related to sales, information, technical support, customer service,…
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Percentage of inbound calls monitored by QAM and scored by supervisors
This measure calculates the percentage of inbound calls (i.e. calls initiated by the customer) monitored by quality assurance management (QAM) software and scored by…
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Calls routed to a live agent as a percentage of total inbound calls
This measure calculates the percentage of total inbound calls (i.e. calls initiated by the customer) that were routed to a live agent. It is part of a set of Process…
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Average speed of answer in seconds for agent queue calls
This measure calculates the average speed of answer in seconds for agent queue calls, excluding abandoned calls. It is part of a set of Cycle Time measures that help…
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Average contact handling time in seconds
This measure calculates the average duration in seconds of one transaction, which is typically measured from the initiation of the contact to resolution, including any hold…
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Number of languages supported at the business entity
This measure determines the number of languages supported by a business entity. It is a Supplemental Information measure that helps companies evaluate additional variables…
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Other cost to perform the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per active customer
This measure calculates other cost (i.e. costs other than personnel, equipment, material, systems, outsourced, or overhead costs) per active customer to take, receive,…
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Order fill rate
This measure calculates the number of sales orders filled completely, as a percentage of the total number of sales orders. It is part of a set of Process Efficiency measures…
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Percentage of supplier on-time delivery
This measure determines the percentage of supplier orders delivered on time as scheduled. "On time" for this purpose is defined by the agreed delivery time. It is part of a…
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Cost of damaged product as a percentage of sales
This measure calculates the cost of damaged product as a percentage of sales by dividing total damaged value by total sales value. Appropriate values are in the range of 0 to…