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|
East Asia contact center employees as a percentage of total contact center employees
This measure calculates the percentage of total contact center employees that are East Asia contact center employees. Contact centers are where customer and other inbound…
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Measure Spotlights|
Inbound contacts related to billing as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. any queries initiated by the customer related to sales, information, technical support, customer…
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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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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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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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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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IVR speech recognition rate
This measure calculates the speech recognition rate of interactive voice response (IVR), an automated system that allows automated interaction with telephone callers by way…
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DTMF IVR self-service resolution rate
This measure calculates the self-service resolution rate for dual-tone multi-frequency (DTMF) interactive voice response (IVR). DTMF is a method for dialing telephone numbers…
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Percentage of active customers with service level based on customer segmentation
This measure calculates the percentage of active customers with service level based on customer segmentation. A customer is considered active if they have purchased a…
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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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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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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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Percentage of customers claiming to be satisfied measured 12 months ago
This measure calculates percentage of customers claiming to be satisfied measured 12 months ago. This Process Efficiency measure is intended to help companies minimize waste…
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Organization's customer retention rate for the past 3 years' external customers measured 12 months ago
This measure calculates the organization's customer retention rate for the past 3 years' external customers measured 12 months ago. Customer retention rate is defined as the…
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Number of FTEs that perform the process "service customers" per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $ 1 billion revenue who develop customer relationships via customer support (other than…