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|
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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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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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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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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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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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…
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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…
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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…
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Average time in seconds to inbound calls abandoned
This measure calculates the average time in seconds that a caller waits in queue to reach the first agent before an inbound call (i.e. call that is initiated by the customer)…
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Response time in minutes for inbound requests coming from e-mail
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from e-mail. It is part of a set of Cycle Time measures…
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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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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…