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|
Number of languages supported at the business entity
This measure determines the number of languages supported by a business entity. It is a Supplemental Information measure that helps companies evaluate additional variables…
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Measure Spotlights|
Other cost to perform the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per active customer
This measure calculates other cost (i.e. costs other than personnel, equipment, material, systems, outsourced, or overhead costs) per active customer to take, receive,…
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Measure Spotlights|
Percentage of IT operating costs, excluding depreciation/amortization, dedicated to manage IT resilience and risk
This measure calculates the percentage of IT operating costs, excluding depreciation/amortization, allocated to the process “manage IT resilience and risk" which involves…
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Measure Spotlights|
Response time in minutes for inbound requests coming from fax
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from fax. It is part of a set of Cycle Time measures…
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First contact resolution rate for social media
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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First contact resolution rate for web chat or instant messaging including virtual agents
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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Overhead cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" as a percentage of total process cost
This measure calculates the percentage of the total cost of running the processes "manage customer requests/inquiries" and "manage customer complaints" that comes from…
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Measure Spotlights|
Outsourced cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" as a percentage of total process cost
This measure calculates the percentage of the total cost of running the processes "manage customer requests/inquiries" and "manage customer complaints" that comes from…
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Measure Spotlights|
Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" per inbound call received through IVR DTMF
This measure calculates outsourced cost per inbound call received through interactive voice response (IVR) dual-tone multi-frequency (DTMF) to perform the processes "manage…
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Measure Spotlights|
Outsourced cost to perform the processes "manage customer service requests/inquiries" and "manage customer complaints" per call received through IVR speech
This measure calculates outsourced cost per call received through interactive voice response (IVR) speech to perform the processes "manage customer requests/inquiries" and …
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Measure Spotlights|
Other cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" as a percentage of the total process cost
This measure calculates the percentage of the total cost of running the processes "manage customer requests/inquiries" and "manage customer complaints" that comes from other…
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Measure Spotlights|
Contact center systems cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
This measure calculates contact center systems cost (i.e. variable systems costs tied directly to agents) per inbound contact to take, receive, process and acknowledge new…
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Measure Spotlights|
Centrally managed systems cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
This measure calculates centrally managed systems cost (i.e. direct and/or allocated to the business entity) per inbound contact to take, receive, process and acknowledge new…
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Measure Spotlights|
Personnel cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
This measure calculates personnel cost per inbound contact to take, receive, process and acknowledge new customer orders or amendments to outstanding customer orders; monitor…
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Measure Spotlights|
Personnel cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" as a percentage of total process cost
This measure calculates the percentage of the total cost of running the processes "manage customer requests/inquiries" and "manage customer complaints" that comes from…