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|
Average call handling time in seconds
This measure calculates the amount of time an agent spends handling a call. It is part of a set of Cycle Time measures that help companies optimize the performance of their …
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Measure Spotlights|
Bridge rate
This measure calculates bridge rate. Bridge rate is defined as the total annual number of inbound contacts where a cross-sell or up-sell sales attempt was made, divided by…
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Customer wallet share
This measure calculates the average percentage of current customer's total spending in the benchmarked product/service categories. It is part of a set of Process Efficiency…
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Measure Spotlights|
Response time in minutes for inbound requests coming from postal mail
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from postal mail. It is part of a set of Cycle Time…
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Measure Spotlights|
Contact service level (seconds to answer 80% of contacts from all channels)
This measure calculates call service level, which is determined by the number of seconds within which 80% of total annual contacts from all channels are answered. It is a…
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Systems cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates systems cost to perform 'define customer management strategy' activities per $100,000 revenue. Systems cost refers to a variety of expenses related to…
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Total cost to perform 'define customer management strategy' activities per activities FTE
This measure calculates total annual cost to perform 'define customer management strategy' activities per activities' full time equivalent (FTE). Total cost is the sum of…
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Measure Spotlights|
Total cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates total annual cost to perform 'define customer management strategy' activities per $1,000 business entity revenue. Total cost is the sum of personnel …
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Total cost to perform 'define customer management strategy' activities per sales order placed
This measure calculates total annual cost per sales order placed to perform 'define customer management strategy' activities. Total cost is the sum of personnel (compensation…
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Average talk time in seconds, including agent hold time
This measure calculates the average talk time in seconds, including agent hold time. It is part of a set of Cycle Time measures that help companies analyze the duration of…
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Measure Spotlights|
Customer retention rate (3-year)
This measure calculates the percentage of external customers retained over a 3-year period. Customer retention rate is defined as the number of customers who were active…
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Forecast accuracy for long-term planning
This measure calculates forecast accuracy computed by workforce management software for long-term planning (three to six months advanced planning). This Process Efficiency…
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Forecast accuracy for short-term planning
This measure calculates forecast accuracy computed by workforce management software for short-term planning (defined as 24 hours through four weeks advanced planning). This…
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Measure Spotlights|
Number of FTEs that perform 'define customer management strategy' activities per $1 billion revenue
This measure calculates total number of full time equivalents (FTEs) who perform 'define customer management strategy' activities per $1 billion revenue. Defining the…
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Measure Spotlights|
Percentage of active customers who transact via an electronic marketplace
This measure calculates the percentage of active customers who transact via a virtual location where various market participants meet to exchange services. A customer is…