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.
Looking for something specific?
Ask Us-
Measure Spotlights|
Centrally managed systems cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
This measure calculates centrally managed systems cost (i.e. direct and/or allocated to the business entity) per inbound contact to take, receive, process and acknowledge new…
-
Measure Spotlights|
Personnel cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
This measure calculates personnel cost per inbound contact to take, receive, process and acknowledge new customer orders or amendments to outstanding customer orders; monitor…
-
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…
-
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…
-
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…
-
Measure Spotlights|
Other cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" as a percentage of the 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 other…
-
Measure Spotlights|
Outsourced 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…
-
Measure Spotlights|
Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" per inbound call received through IVR DTMF
This measure calculates outsourced cost per inbound call received through interactive voice response (IVR) dual-tone multi-frequency (DTMF) to perform the processes "manage…
-
Measure Spotlights|
Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" per call received through IVR speech
This measure calculates outsourced cost per call received through interactive voice response (IVR) speech to perform the processes "manage customer requests/inquiries" and …
-
Measure Spotlights|
Overhead 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…
-
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."…
-
Measure Spotlights|
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…
-
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…
-
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…
-
Measure Spotlights|
Personnel cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per business entity FTE
This measure calculates personnel cost per full time equivalent (FTE) that performs the processes "manage sales orders", "manage customer service requests/inquiries", and …