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|
Percentage of inbound phone contacts outsourced to a third-party provider
This measure calculates the percentage of inbound phone contacts (i.e. queries initiated by the customer via phone related to sales, information, technical support, customer…
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Measure Spotlights|
Response time in minutes for inbound requests coming from social media
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from social media (e.g., Facebook, Twitter, etc.). It is…
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This measure calculates percentage of total inbound contacts (i.e. any queries initiated by the customer related to sales, information, technical support, customer service,…
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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|
Caller authentication rate for IVR
This measure calculate the caller authentication rate for interactive voice response (IVR), an automated system that allows automated interaction with telephone callers by…
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Business to business inbound contacts as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts that are business-to-business inbound contacts. It is part of a set of Cost Effectiveness measures that help…
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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|
Direct supervisors per agent FTE
This measure calculates the number of direct supervisors (i.e. first-line leaders who are responsible for craft workers' work execution) per agent full-time equivalent (FTE)…
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Measure Spotlights|
Inbound contacts received via social media as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer…
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Measure Spotlights|
Inbound contacts received via postal mail 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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Central/South America contact center employees as a percentage of total contact center employees
This measure calculates the percentage of total contact center employees that are Central/South America contact center employees. Contact centers are where customer and other…
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Measure Spotlights|
Inbound contacts received via dedicated mobile app as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer…
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Measure Spotlights|
Inbound contacts received via SMS as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer…
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Measure Spotlights|
Inbound contacts for the process "manage customer service" as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer…
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Measure Spotlights|
Inbound contacts related to complaints 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…