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|
Response time in minutes for inbound requests coming from e-mail
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from e-mail. It is part of a set of Cycle Time measures…
-
Measure Spotlights|
Number of inbound calls received through a live agent as a percentage of total inbound calls
This measure calculates the percentage of total inbound contacts (i.e. any queries initiated by the customer related to sales, information, technical support, customer…
-
Measure Spotlights|
Number of inbound calls received through IVR speech as a percentage of total inbound calls
This measure calculates the percentage of total inbound contacts (i.e. any queries initiated by the customer related to sales, information, technical support, customer…
-
Measure Spotlights|
Inbound contacts received via phone 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…
-
Measure Spotlights|
Inbound contacts received via email 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…
-
Measure Spotlights|
Inbound contacts received via web chat or instant messaging 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…
-
Measure Spotlights|
Inbound contacts received via web self-service 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…
-
Measure Spotlights|
First contact resolution rate for phone 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…
-
Measure Spotlights|
IVR speech self-service resolution rate
This measure calculates the self-service resolution rate for interactive voice response (IVR). IVR is an automated system that allows automated interaction with telephone…
-
Measure Spotlights|
Outsourced cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per $1,000 revenue
This measure calculates outsourced cost per $1,000 revenue to take, receive, process and acknowledge new customer orders or amendments to outstanding customer orders; monitor…
-
Measure Spotlights|
Outsourced cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
This measure calculates outsourced cost per inbound contact to take, receive, process and acknowledge new customer orders or amendments to outstanding customer orders;…
-
Measure Spotlights|
Overhead cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue
This measure calculates overhead cost per $1,000 revenue to perform the processes "manage customer requests/inquiries" and "manage customer complaints." Overhead costs refer…
-
Measure Spotlights|
Other cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per inbound contact
This measure calculates other cost (i.e. costs other than personnel, equipment, material, systems, outsourced, or overhead costs) per inbound contact to take, receive,…
-
Measure Spotlights|
Other cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue
This measure calculates other cost (i.e. costs other than personnel, equipment, material, systems, outsourced, or overhead costs) per $1,000 revenue to perform the processes …
-
Measure Spotlights|
Outsourced cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per $1,000 revenue
This measure calculates outsourced cost per $1,000 revenue to perform the processes "manage customer requests/inquiries" and "manage customer complaints." Outsourced cost…