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|
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…
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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|
First contact resolution rate for contacts received through "other" channels
This measure calculates the percentage of questions/issues received that are answered, addressed, and resolved by the end of the customer's initial contact when it's received…
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Measure Spotlights|
Response time in minutes for inbound requests coming from web chat or instant messaging including virtual agents
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from web chat or instant messaging (i.e. systems for…