Fixing Process & Knowledge Productivity Problems Survey Report: Customer Service

Published On:
September 30, 2021
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Wasted time, duplicated work, and inefficient processes chip away at an organization’s bottom line. Small inefficiencies add up—and they can hurt innovation and competitive advantage.  

In mid-2021, APQC surveyed full-time knowledge workers across industries to understand:

  • How they define and measure work productivity
  • Factors that make them more and less productive
  • The impact of process and knowledge management interventions on productivity

This research explores how process and knowledge management can make knowledge workers in the customer service function more productive by defining and standardizing their work and connecting them to the information and expertise they need to be effective.