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 customer service FTEs added/hired in the past 12 months attributed to AI
This measure calculates the percentage of full time equivalents (FTEs) that perform the function "manage customer service" added/hired in the past 12 months that are…
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Measure Spotlights|
Percentage of customer service FTEs eliminated/redeployed in the past 12 months attributed to AI
This measure calculates the percentage of full time equivalents (FTEs) that perform the function "manage customer service" eliminated/redeployed in the past 12 months…
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Measure Spotlights|
Percentage of customer service FTEs with skill requirement changes in the past 12 months driven by the adoption of AI
This measure calculates the percentage of full time equivalents (FTEs) that perform the function "manage customer service" with skill requirement changes in the past 12…
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Measure Spotlights|
Percentage of customer service FTEs with skill requirement changes in the past 12 months
This measure calculates the percentage of full time equivalents (FTEs) that perform the function "manage customer service" with skill requirement changes in the past 12…
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Measure Spotlights|
Average cost per inbound contact
This measure calculates average cost per inbound contact. Inbound contact refers to any query (related to sales, information, technical support,customer service, or…
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Measure Spotlights|
Average cost per inbound contact measured 12 months ago
This measure calculates average cost per inbound contact measured 12 months ago. Inbound contact refers to any query (related to sales, information, technical support…
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Percentage of inbound contacts with additional cross-sell or up-sell sales
This measure calculates percentage of inbound contacts with additional cross-sell or up-sell sales. Inbound contact refers to any query (related to sales, information,…
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Measure Spotlights|
Average number of days currently dedicated to learning per customer service employee
This measure calculates current average number of learning days per customer service employee. Learning days are simply the average number of days in a year that are…
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Average number of days per customer service employee dedicated to learning 12 months ago
This measure calculates the 12-month ago average number of learning days per customer service employee. Learning days are simply the average number of days in a year that are…
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Organization's current learning budget per customer service employee
This measure calculates the organization's current learning budget per customer service employee. This Cost Effectiveness measure is intended to help companies understand…
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Organization's learning budget per customer service employee 12 months ago
This measure calculates organization's learning budget per customer service employee 12 months ago. This Cost Effectiveness measure is intended to help companies understand…
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Measure Spotlights|
Percentage of customer interactions leveraging AI
This measure calculates percentage of customer interactions leveraging AI. Inbound contact refers to any query (related to sales, information, technical support,customer…
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Outsourced cost to perform the process group "manage employee information" per $1,000 revenue
This measure calculates outsourced cost to perform the process group "manage employee information" per $1,000 revenue. Outsourced cost refers to the total cost of outsourcing…
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Personnel cost to perform the process group "manage employee information" per process group FTE
This measure calculates personnel cost to perform the process group "manage employee information" per process group full-time equivalent employee (FTE). Personnel cost refers…
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Total cost to perform the process group "deliver service to customer" per $1,000 revenue
This measure calculates total cost to perform the process group "deliver service to customer" per $1000 business entity revenue. Total cost is the sum of personnel …