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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|
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 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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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|
Percentage of customers opting out of receiving marketing messages from the organization
This measure calculates the percentage of customers opting out of receiving marketing messages from the organization. It is part of a set of Supplemental Information measures…
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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…
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Measure Spotlights|
Response time in minutes for inbound requests coming from call backs
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from call backs. It is part of a set of Cycle Time…
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Measure Spotlights|
First contact resolution rate for dedicated mobile applications ("apps")
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|
First contact resolution rate for postal mail
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|
First contact resolution rate for web self-service contacts
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|
Total cost of the phase 'test market for new or revised products and services' per $1,000 revenue
This measure calculates the total cost (per $1,000 revenue) of the phase 'test market for new or revised products and services,' which uses prototypes to assess the market…
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Measure Spotlights|
Outsourced cost of the phase 'test market for new or revised products and services' per $1,000 revenue
This measure calculates outsourced cost (per $1,000 revenue) of the phase 'test market for new or revised products and services,' which uses prototypes to assess the market…
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Measure Spotlights|
Other cost of the phase 'test market for new or revised products and services' per $1,000 revenue
This measure calculates other cost (per $1,000 revenue) of the phase 'test market for new or revised products and services,' which uses prototypes to assess the market…
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Measure Spotlights|
Number of FTEs for the phase 'test market for new or revised products and services' per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue for the phase 'test market for new or revised products and services,' which…