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|
Percentage of inbound social media contacts outsourced to a third-party provider
This measure calculates the percentage of inbound social media contacts (i.e. queries initiated by the customer via social media platforms—like Facebook, Twitter, etc…
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Measure Spotlights|
First contact resolution rate for SMS
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 social media
This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from social media (e.g., Facebook, Twitter, etc.). It is…
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Measure Spotlights|
Inbound contacts received via social media as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer…
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Measure Spotlights|
Inbound contacts received via dedicated mobile app as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer…
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Measure Spotlights|
Inbound contacts received via SMS as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer…
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Measure Spotlights|
Inbound contacts for the process "manage customer service" as a percentage of total inbound contacts
This measure calculates the percentage of total inbound contacts (i.e. queries that are initiated by the customer related to sales, information, technical support, customer…
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Measure Spotlights|
Number of primary controls per 1,000 employees
This measure calculates the number of primary controls per 1,000 employees. In the context of internal controls, a primary control is a control that is part of regular…
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Percentage of primary controls that are automated
This measure calculates the percentage of primary controls that are automated. In the context of internal controls, a primary control is a control that is part of regular…
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Percentage of primary controls that are detective in nature
This measure calculates the percentage of primary controls that are designed to detect control violations. In the context of internal controls, a primary control is a control…
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Measure Spotlights|
Percentage of primary controls that are preventive in nature
This measure calculates the percentage of primary controls that are designed to prevent control violations. In the context of internal controls, a primary control is a…
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Measure Spotlights|
Percentage of total annual marketing budget that is personnel related (compensation and benefits)
This measure calculates the percentage of total annual marketing budget that is personnel related (e.g., compensation and benefits). It is part of a set of Supplemental…
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Measure Spotlights|
Percentage of total annual marketing budget that is not related to personnel (compensation and benefits)
This measure calculates the percentage of total annual marketing budget that is not related to personnel (e.g., compensation and benefits). It is part of a set of…
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Measure Spotlights|
Independent internal resources as a percentage of risk assessment cost
This measure calculates independent internal resources as a percentage of risk assessment cost. Risk assessments help companies determine the possibility that a specified…
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Measure Spotlights|
Outside consultants as a percentage of risk assessment cost
This measure calculates outside consultants as a percentage of risk assessment cost. Risk assessments help companies determine the possibility that a specified undesirable…