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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|
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|
Percentage of total annual marketing budget allocated to digital marketing - mobile app design, management, and optimization
This measure calculates the percentage of total annual marketing budget allocated to digital marketing - mobile app design, management, and optimization. It is part of a set…
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Measure Spotlights|
Percentage of total annual marketing budget allocated to digital marketing - search engine optimization (seo) and paid search / pay per click (ppc)
This measure calculates the percentage of total annual marketing budget allocated to digital marketing - search engine optimization (SEO) and paid search/pay-per-click (PPC)…
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Measure Spotlights|
Percentage of total annual marketing budget allocated to digital marketing - online advertising (banners, pop-up ads, ads on external websites)
This measure calculates the percentage of total annual marketing budget allocated to digital marketing - online advertising (e.g., banners, pop-up ads, ads on external…
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Measure Spotlights|
Outsourced cost to perform the process group "manage employee information" per $1,000 revenue
This measure calculates outsourced cost to perform the process group "manage employee information" per $1,000 revenue. Outsourced cost refers to the total cost of outsourcing…
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Measure Spotlights|
Personnel cost to perform the process group "manage employee information" per process group FTE
This measure calculates personnel cost to perform the process group "manage employee information" per process group full-time equivalent employee (FTE). Personnel cost refers…
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Measure Spotlights|
Cycle time in days required to resolve an employee grievance
This measure calculates how many days it takes a business entity to resolve an employee grievance from the moment it is received to when it is resolved. It is a Cycle Time…
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Measure Spotlights|
Overhead cost to perform the process group "manage employee information and analytics" per $1,000 revenue
This measure calculates overhead cost to perform the process group "manage employee information and analytics" per $1,000 business entity revenue. Overhead cost refers to…
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Measure Spotlights|
Overhead cost to perform the process group "manage employee information and analytics" per business entity employee
This measure calculates overhead cost to perform the process group "manage employee information and analytics" per business entity employee. Overhead cost refers to expenses…
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Measure Spotlights|
Overhead cost to perform the process group "manage employee information and analytics" as a percentage of total process group cost
This measure calculates overhead cost to perform the process group "manage employee information and analytics" as a percentage of total process group cost. Overhead cost…