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|
Number of inbound calls received through a live agent 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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Measure Spotlights|
Number of inbound calls received through IVR speech 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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Measure Spotlights|
Inbound contacts received via phone as a percentage of total inbound contacts
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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Measure Spotlights|
Inbound contacts received via email as a percentage of total inbound contacts
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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Measure Spotlights|
Inbound contacts received via web chat or instant messaging as a percentage of total inbound contacts
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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Measure Spotlights|
Inbound contacts received via web self-service as a percentage of total inbound contacts
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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Measure Spotlights|
First contact resolution rate for phone 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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Measure Spotlights|
Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" per web self-service contact
This measure calculates outsourced cost per web self-service contact to perform the processes "manage customer requests/inquiries" and "manage customer complaints."…
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Measure Spotlights|
Total revenue per inbound contact
This measure calculates total revenue per inbound contact. It is part of a set of Cost Effectiveness measures that help companies understand all cost expenditures related to…
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Measure Spotlights|
Web transactions self-service resolution rate
This measure calculates the self-service resolution rate for web transactions. It is part of a set of Process Efficiency measures that help companies optimize the performance…
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Measure Spotlights|
Number of inbound calls received through IVR DTMF 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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Measure Spotlights|
Centrally managed systems cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer
This measure calculates centrally managed systems cost (i.e. direct and/or allocated to the business entity) per active customer to take, receive, process and acknowledge new…
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Measure Spotlights|
Contact center systems cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per $1,000 revenue
This measure calculates contact center systems cost (i.e. variable systems costs tied directly to agents) per $1,000 revenue to take, receive, process and acknowledge new…
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Measure Spotlights|
Contact center systems cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer
This measure calculates contact center systems cost (i.e. variable systems costs tied directly to agents) per active customer to take, receive, process and acknowledge new…
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Measure Spotlights|
Centrally managed systems cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per $1,000 revenue
This measure calculates centrally managed systems cost (i.e. direct and/or allocated to the business entity) per $1,000 revenue to take, receive, process and acknowledge new…