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|
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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Measure Spotlights|
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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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|
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…
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Measure Spotlights|
Inbound contacts related to new orders 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|
Inbound contacts related to order modification or inquiry 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|
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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Measure Spotlights|
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|
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…