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|
Personnel cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" as a percentage of total process cost
This measure calculates the percentage of the total cost of running the processes "manage customer requests/inquiries" and "manage customer complaints" that comes from…
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Measure Spotlights|
Total cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per customer service FTE
This measure calculates total cost per customer service full-time equivalent (FTE) employee to perform the processes "manage customer requests/inquiries" and "manage customer…
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Measure Spotlights|
Total cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue
This measure calculates total cost per $1,000 revenue to perform the processes "manage customer requests/inquiries" and "manage customer complaints." It is part of a set of…
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Measure Spotlights|
Other cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
This measure calculates other cost (i.e. costs other than personnel, equipment, material, systems, outsourced, or overhead costs) per inbound contact to take, receive,…
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Measure Spotlights|
Other cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue
This measure calculates other cost (i.e. costs other than personnel, equipment, material, systems, outsourced, or overhead costs) per $1,000 revenue to perform the processes …
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Measure Spotlights|
Outsourced cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue
This measure calculates outsourced cost per $1,000 revenue to perform the processes "manage customer requests/inquiries" and "manage customer complaints." Outsourced cost…
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Measure Spotlights|
Outsourced cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per $1,000 revenue
This measure calculates outsourced cost per $1,000 revenue to take, receive, process and acknowledge new customer orders or amendments to outstanding customer orders; monitor…
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Measure Spotlights|
Outsourced cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
This measure calculates outsourced cost per inbound contact to take, receive, process and acknowledge new customer orders or amendments to outstanding customer orders;…
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Measure Spotlights|
Overhead cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue
This measure calculates overhead cost per $1,000 revenue to perform the processes "manage customer requests/inquiries" and "manage customer complaints." Overhead costs refer…
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Measure Spotlights|
IVR speech self-service resolution rate
This measure calculates the self-service resolution rate for interactive voice response (IVR). IVR is an automated system that allows automated interaction with telephone…
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Inbound live agent calls per agent FTE
This measure calculates inbound live agent calls (i.e. queries initiated by the customer related to sales, information, technical support, customer service, or complaints…
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Measure Spotlights|
Number of inbound contacts per contact center agent FTE
This measure calculates inbound contacts (i.e. any queries that are initiated by the customer related to sales, information, technical support, customer service, or…
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Measure Spotlights|
First contact resolution rate for email contacts
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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Average time in seconds to inbound calls abandoned
This measure calculates the average time in seconds that a caller waits in queue to reach the first agent before an inbound call (i.e. call that is initiated by the customer)…
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Measure Spotlights|
Response time in minutes for inbound requests coming from e-mail
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from e-mail. It is part of a set of Cycle Time measures…