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|
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|
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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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|
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|
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|
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…