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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|
Total cost to perform the process "service customers" per $1 billion revenue
This measure calculates total cost per $1 billion revenue to develop customer relationships via customer support (other than standard order inquiries), provide technical…
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Total cost to perform the process group "deliver service to customer" as a percentage of total supply chain function cost
This measure calculates the percentage of the total cost of the supply chain function allocated to the process group "deliver service to customer," which involves validating…
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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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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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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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Number of inbound contacts per customer service FTE (including external FTEs)
This measure calculates the total number of inbound contacts for the customer service operation per full time equivalent (FTE) (including contractors and outsourced resources…
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Percentage change in customer service FTEs (including external) over the past 12 months
This measure calculates percentage change in full time equivalents (FTEs) (including contractors and outsourced resources) that performs the function "manage customer service…
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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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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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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…