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 customers claiming to be satisfied
This measure calculates the percentage of customers claiming to be satisfied (through customer feedback or surveys) across all products and services. It is a Process…
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Measure Spotlights|
First contact resolution rate for inquiries on existing orders and service-after-sales requests
A first contact resolution rate measures the percentage of questions/concerns resolved in a customer's first attempt without a need for further assistance needed. This…
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Average number of contact center seats per contact center
This measure calculates the average number of contact center seats per contact center, where customer and other inbound contacts related to inquiries, sales, and technical…
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Average seat utilization
This measure calculates the average percentage of seats utilized during operating hours at a contact center, where customer and other inbound contacts related to inquiries,…
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Call agent availability rate
This measure calculates the availability of agents. Availability measures how much agent time is spent simply waiting for contacts. Compute as the total time spent waiting…
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Customer retention rate for customers attempting service cancellation
This measure calculates the customer retention rate (i.e. the number of customers who were active three years ago and are still active, divided by the number of customers who…
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Percentage of contacts with CTI that have information pop up on the agent's desktop
This measure calculates the percentage of contacts with computer telephony integration (CTI) that have information pop up on the agent's desktop. It is part of a set of…
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Percentage of transferred calls that are misdirected
This measure calculates the percentage of transferred calls that are misdirected. It is part of a set of Process Efficiency measures that help companies optimize the…
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Transferred calls as a percentage of total inbound calls
This measure calculates the percentage of total inbound calls (i.e. calls initiated by the customer) that were transferred. It is part of a set of Process Efficiency measures…
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Calls abandoned in the agent queue as a percentage of total inbound calls
This measure calculates the percentage of total inbound calls (i.e. calls initiated by the customer) routed to an agent that were abandoned in the agent queue. It is part of…
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Number of inbound calls for requirements other than new orders, order modifications or inquiry, billing, complaints, or technical support 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 related to technical support as a percentage of total inbound contacts
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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Percentage of inbound calls monitored by QAM and scored by supervisors
This measure calculates the percentage of inbound calls (i.e. calls initiated by the customer) monitored by quality assurance management (QAM) software and scored by…
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Calls routed to a live agent as a percentage of total inbound calls
This measure calculates the percentage of total inbound calls (i.e. calls initiated by the customer) that were routed to a live agent. It is part of a set of Process…
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Measure Spotlights|
Average speed of answer in seconds for agent queue calls
This measure calculates the average speed of answer in seconds for agent queue calls, excluding abandoned calls. It is part of a set of Cycle Time measures that help…