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|
Agent schedule adherence
This measure evaluates how well agents adhere to the schedule prescribed to them for a specific shift, including break times, back office times, etc. It is part of a set of…
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Average call handling time in seconds
This measure calculates the amount of time an agent spends handling a call. It is part of a set of Cycle Time measures that help companies optimize the performance of their …
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Bridge rate
This measure calculates bridge rate. Bridge rate is defined as the total annual number of inbound contacts where a cross-sell or up-sell sales attempt was made, divided by…
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Forecast accuracy for long-term planning
This measure calculates forecast accuracy computed by workforce management software for long-term planning (three to six months advanced planning). This Process Efficiency…
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Forecast accuracy for short-term planning
This measure calculates forecast accuracy computed by workforce management software for short-term planning (defined as 24 hours through four weeks advanced planning). This…
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Number of FTEs that perform 'define customer management strategy' activities per $1 billion revenue
This measure calculates total number of full time equivalents (FTEs) who perform 'define customer management strategy' activities per $1 billion revenue. Defining the…
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Percentage of active customers who transact via an electronic marketplace
This measure calculates the percentage of active customers who transact via a virtual location where various market participants meet to exchange services. A customer is…
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Percentage of customer accounts set up for electronic data interchange (EDI)
This measure calculates the percentage of customer accounts set up for electronic data interchange (EDI) to submit sales orders to a business entity. EDI allows business…
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Revenue received from internet orders, WAP orders, EDI orders, and orders from a direct connection to the system as a percentage of total business entity revenue
This measure calculates the percentage of total business entity revenue that comes from revenue received via internet orders, Wireless Application Protocol (WAP) orders,…
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Revenue received from orders through a direct connection to the system as a percentage of total business entity revenue
This measure calculates the percentage of total business entity revenue that comes from revenue received via orders through a direct connection to the system. It is part of a…
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Revenue received from EDI orders as a percentage of total business entity revenue
This measure calculates the percentage of total business entity revenue that comes from revenue received via Electronic Data Interchange (EDI) orders. Electronic Data…
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Revenue received from email orders as a percentage of total business entity revenue
This measure calculates the percentage of total business entity revenue that comes from revenue received via email orders. It is part of a set of Supplemental Information…
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Revenue received from WAP orders as a percentage of total business entity revenue
This measure calculates the percentage of total business entity revenue that comes from revenue received via Wireless Application Protocol (WAP) mobile device orders. It is…
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Customer attrition/churn rate (3-year)
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Average sales cycle time in calendar days from the time the lead/opportunity is identified and the sale is closed
This measure calculates the average number of calendar days elapsed from the time the lead/opportunity is identified until the sale is closed. It is a Cycle Time measure that…