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|
Business to consumer inbound contacts as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts that are business-to-consumer inbound contacts. It is part of a set of Cost Effectiveness measures that help…
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Measure Spotlights|
Number of agent FTEs per direct supervisor FTE
This measure calculates the number of agent full-time equivalent employees (FTEs) per direct supervisor (i.e. first-line leader who is responsible for craft workers' work…
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Measure Spotlights|
Percentage of customers opting out of receiving marketing messages from the organization
This measure calculates the percentage of customers opting out of receiving marketing messages from the organization. It is part of a set of Supplemental Information measures…
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Measure Spotlights|
Nordic countries contact center employees as a percentage of total contact center employees
This measure calculates the percentage of total contact center employees that are Nordic Countries contact center employees. Contact centers are where customer and other…
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Measure Spotlights|
South Asia contact center employees as a percentage of total contact center employees
This measure calculates the percentage of total contact center employees that are South Asia contact center employees. Contact centers are where customer and other inbound…
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Measure Spotlights|
Southeast Asia contact center employees as a percentage of total contact center employees
This measure calculates the percentage of total contact center employees that are Southeast Asia contact center employees. Contact centers are where customer and other…
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Measure Spotlights|
Southern Europe contact center employees as a percentage of total contact center employees
This measure calculates the percentage of total contact center employees that are Southern Europe contact center employees. Contact centers are where customer and other…
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Measure Spotlights|
US and Canadian contact center employees as a percentage of total contact center employees
This measure calculates US and Canadian contact center employees as a percentage of total contact center employees. A Contact Center is a physical place where customer and…
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Measure Spotlights|
Western Europe contact center employees as a percentage of total contact center employees
This measure calculates the percentage of total contact center employees that are Western Europe contact center employees. Contact centers are where customer and other…
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Measure Spotlights|
Africa contact center employees as a percentage of total contact center employees
This measure calculates the percentage of total contact center employees that are Africa contact center employees. Contact centers are where customer and other inbound…
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Measure Spotlights|
Australia and New Zealand contact center employees as a percentage of total contact center employees
This measure calculates the percentage of total contact center employees that are Australia and New Zealand contact center employees. Contact centers are where customer and…
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Measure Spotlights|
Central Europe contact center employees as a percentage of total contact center employees
This measure calculates the percentage of total contact center employees that are Central Europe contact center employees. Contact centers are where customer and other…
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Measure Spotlights|
China, Russia, and Central Asia contact center employees as a percentage of total contact center employees
This measure calculates the percentage of total contact center employees that are China, Russia, and Central Asia contact center employees. Contact centers are where customer…
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Measure Spotlights|
East Asia contact center employees as a percentage of total contact center employees
This measure calculates the percentage of total contact center employees that are East Asia contact center employees. Contact centers are where customer and other inbound…
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Measure Spotlights|
Inbound contacts related to billing 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…