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 return on investment on website channel marketing/sales campaigns
This measure calculates the average return on investment for company website (companyname.com) marketing/sales campaigns. ROI is defined as the amount of gain made by an…
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Measure Spotlights|
Average return on investment on mobile application channel marketing/sales campaigns
This measure calculates the average return on investment (ROI) for mobile application marketing/sales campaigns. ROI is defined as the amount of gain made by an investment…
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Average return on investment on search engine marketing channel marketing/sales campaigns
This measure calculates the average return on investment (ROI) for search engine marketing/sales campaigns. ROI is defined as the amount of gain made by an investment…
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Key customer growth
This measure calculates the percentage of a business entity's growth in revenue over the past year for key customers (i.e. the top 20 percent of customers in terms of…
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Percentage of customer accounts set up for automatic cash application
This measure helps companies calculate the percentage of customer accounts that are set up for automatic cash application, a process in which cash receipts from customers are…
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Percentage of customers who can name brand in unaided recall test
This measure calculates the percentage of customers who can name your brand/product based on surveys/sampling of customers who participate in an unaided recall test. It is…
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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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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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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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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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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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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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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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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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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…