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|
Total revenue per inbound contact
This measure calculates total revenue per inbound contact. It is part of a set of Cost Effectiveness measures that help companies understand all cost expenditures related to…
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Measure Spotlights|
Web transactions self-service resolution rate
This measure calculates the self-service resolution rate for web transactions. It is part of a set of Process Efficiency measures that help companies optimize the performance…
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Measure Spotlights|
Number of inbound calls received through IVR DTMF 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…
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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 active customer
This measure calculates centrally managed systems cost (i.e. direct and/or allocated to the business entity) per active customer to take, receive, process and acknowledge new…
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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 $1,000 revenue
This measure calculates contact center systems cost (i.e. variable systems costs tied directly to agents) per $1,000 revenue to take, receive, process and acknowledge new…
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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 active customer
This measure calculates contact center systems cost (i.e. variable systems costs tied directly to agents) per active customer 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 $1,000 revenue
This measure calculates centrally managed systems cost (i.e. direct and/or allocated to the business entity) per $1,000 revenue to take, receive, process and acknowledge new…
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Measure Spotlights|
Personnel cost to perform the processes "manage customer requests/inquiries" and "manage customer complaints" per customer service FTE
This measure calculates personnel cost per customer service full-time equivalent (FTE) employee to perform the processes "manage customer requests/inquiries" and "manage…
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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 $1,000 revenue
This measure calculates personnel cost per $1,000 revenue 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 sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per active customer
This measure calculates personnel cost per active customer 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" per $1,000 revenue
This measure calculates personnel cost per $1,000 revenue to perform the processes "manage customer requests/inquiries" and "manage customer complaints." Personnel cost…
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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 business entity FTE
This measure calculates personnel cost per full time equivalent (FTE) that performs the processes "manage sales orders", "manage customer service requests/inquiries", and …
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Measure Spotlights|
Total cost to perform the processes "manage sales orders", "manage customer service requests/inquiries", and "manage customer complaints" per business entity FTE
This measure calculates total cost per business entity full time equivalent (FTE) to perform the processes "manage sales orders", "manage customer service requests/inquiries"…
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Measure Spotlights|
Other cost to perform the processes "manage sales orders", "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 take, receive, process…
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Measure Spotlights|
Overhead cost to perform the processes "manage sales orders", "manage customer requests/inquiries", and "manage customer complaints" per $1,000 revenue
This measure calculates overhead cost per $1,000 revenue to take, receive, process and acknowledge new customer orders or amendments to outstanding customer orders; monitor…