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 manual sales order interventions caused by contract issues
This measure calculates the percentage of total manual sales order interventions that arise due to contract issues. It is part of a set of Supplemental Information measures…
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Measure Spotlights|
Percentage of manual sales order interventions caused by pricing issues
This measure calculates the percentage of total manual sales order interventions that arise due to pricing issues. It is part of a set of Supplemental Information measures…
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Measure Spotlights|
Percentage of manual sales order interventions caused by invoicing issues
This measure calculates the percentage of total manual sales order interventions that arise due to invoicing issues (e.g., cancellations/rebills). It is part of a set of…
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Measure Spotlights|
Percentage of manual sales order interventions caused by incorrect customer master data
This measure calculates the percentage of total manual sales order interventions that arise due to incorrect customer master data (e.g., wrong name or address). It is part of…
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Measure Spotlights|
Percentage of manual sales order interventions caused by other causes
This measure calculates the percentage of total manual sales order interventions that arise due to issues other than contract, pricing, invoicing (e.g., cancellations/rebills…
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Measure Spotlights|
Agent FTEs evaluated using sliding/interdependent agent targets as a percentage of all agent FTEs
This measure calculates the percentage of all agent full-time equivalent employees (FTEs) that were evaluated by sliding/interdependent agent targets. This Process Efficiency…
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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…