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 inbound IVR speech contacts outsourced to a third-party provider
This measure calculates the percentage of inbound contacts. Inbound contact refers to any query (related to sales, information, technical support,customer service, or…
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Measure Spotlights|
Percentage of inbound live agent call contacts outsourced to third-party provider
This measure calculates the percentage of inbound contacts through live agent (person who directly handles contacts, often also called customer service representative) calls…
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Measure Spotlights|
Number of inbound calls for the customer service function as a percentage of total inbound calls
This measure calculates the percentage of inbound calls for the customer service function, out of total inbound calls. Inbound calls refer to any queries (related to sales,…
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Measure Spotlights|
Inbound contacts received via fax as a percentage of total inbound contacts
This measure calculates the percentage of inbound contacts received via fax, out of total inbound contacts. Inbound contact refers to any query (related to sales, information…
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Measure Spotlights|
Business to business inbound 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 are business-to-business inbound calls. It is part of a set of…
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Measure Spotlights|
Business to consumer inbound 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 are business-to-consumer inbound calls. It is part of a set of…
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Measure Spotlights|
Response time in minutes for inbound requests coming from SMS
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from short message service (SMS) via mobile phone. It is…
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Personnel cost to perform the process "service customers" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue to develop customer relationships via customer support (other than standard order inquiries), provide technical…
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Systems cost to perform the process "service customers" per $100,000 revenue
This measure calculates systems cost per $100,000 revenue to develop customer relationships via customer support (other than standard order inquiries), provide technical…
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Total cost to perform 'define customer management strategy' activities per sales order line item placed
This measure calculates total annual cost per sales order line item placed to perform 'define customer management strategy' activities. Total cost is the sum of personnel …
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Measure Spotlights|
Total cost to perform the process "service customers" per sales order placed
This measure calculates total cost per sales order to develop customer relationships via customer support (other than standard order inquiries), provide technical support,…
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Measure Spotlights|
Total cost to perform the process "service customers" per sales order line item placed
This measure calculates total cost per sales order line item to develop customer relationships via customer support (other than standard order inquiries), provide technical…
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Measure Spotlights|
Total annual cost to perform the process "service customers" per sales FTE
This measure calculates total cost per sales full-time equivalent (FTE) employee to develop customer relationships via customer support (other than standard order inquiries),…
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Measure Spotlights|
Total annual cost to perform the process "service customers" per active customer
This measure calculates total cost per active customer to develop customer relationships via customer support (other than standard order inquiries), provide technical support…