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.
Looking for something specific?
Ask UsResource Results
-
Measure Spotlights|
Retail customer lifetime value
This measure calculates customer lifetime value (CLV) for the retail operation. CLV is defined by the following equation: Margin * (Customer Retention Rate / ((1 + Discount…
-
Measure Spotlights|
Annual percentage change in number of retail customer complaints
This measure calculates annual percentage change in number of complaints. This Process Efficiency measure is intended to help companies minimize waste and refine resource…
-
Measure Spotlights|
Number of business entity employees per FTE that performs the process group "develop and counsel employees"
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that performs the process group "develop and counsel employees," which…
-
Measure Spotlights|
Number of business entity employees per FTE in learning administration
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee in learning administration, which handles scheduling courses,…
-
Measure Spotlights|
Call agent occupancy rate
This measure calculates agent occupancy rate by dividing total contact handling time and available time by total time at work. It is part of a set of Process Efficiency…
-
Measure Spotlights|
Call agent utilization rate
This measure calculates call agent utilization rate by dividing total annual contact handling time by the total annual agent full-time equivalent (FTE) employees' time worked…
-
Measure Spotlights|
Average seat utilization
This measure calculates the average percentage of seats utilized during operating hours at a contact center, where customer and other inbound contacts related to inquiries,…
-
Measure Spotlights|
Call agent availability rate
This measure calculates the availability of agents. Availability measures how much agent time is spent simply waiting for contacts. Compute as the total time spent waiting…
-
Measure Spotlights|
Outsourced cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer
This measure calculates outsourced cost per active customer to take, receive, process and acknowledge new customer orders or amendments to outstanding customer orders;…
-
Measure Spotlights|
Average number of contact center seats per contact center
This measure calculates the average number of contact center seats per contact center, where customer and other inbound contacts related to inquiries, sales, and technical…
-
Measure Spotlights|
Percentage of active customers with active web accounts
This measure calculates the percentage of active customers who have active web accounts. A customer is considered active if they have purchased a business entity's product at…
-
Measure Spotlights|
Percentage of customers claiming to be satisfied
This measure calculates the percentage of customers claiming to be satisfied (through customer feedback or surveys) across all products and services. It is a Process…
-
Measure Spotlights|
Average speed of answer in seconds for agent queue calls
This measure calculates the average speed of answer in seconds for agent queue calls, excluding abandoned calls. It is part of a set of Cycle Time measures that help…
-
Measure Spotlights|
Percentage of contacts with CTI that have information pop up on the agent's desktop
This measure calculates the percentage of contacts with computer telephony integration (CTI) that have information pop up on the agent's desktop. It is part of a set of…
-
Measure Spotlights|
Percentage of transferred calls that are misdirected
This measure calculates the percentage of transferred calls that are misdirected. It is part of a set of Process Efficiency measures that help companies optimize the…