Summary of Open Standards Benchmarking Measures: Contact Centers

Published On:
June 28, 2018
Authored By:
APQC
Members-Only Content:

The APQC Open Standards Benchmarking® measure list concisely displays all of the measures currently available for a specific survey. These measures are organized by research area, the survey name, and finally by category of measure. The list identifies each measure's "metric group ID" number, the measure name, the formula in English as APQC computes it, the formula in question numbers specific to this survey, and whether or not the measure is a key performance indicator for its associated process.