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 8,600 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.
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With any knowledge management (KM) tool or approach, the key to success is getting people to use it. Employees want KM to be intuitive, easy, and embedded into their regular…
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Data and Measures|
Contact Center Key Benchmarks: Services Industry
Gain insight into the efficiency and effectiveness of your organization’s contact center processes by benchmarking common business activities (Hierarchy ID: 6.2 in APQC’s…
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Collections|
Contact Center Key Benchmarks
Gain insight into the efficiency and effectiveness of your organization’s contact center processes by benchmarking common business activities (Hierarchy ID: 6.2 in APQC’s…
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Data and Measures|
AI in Customer Service: Services Industry Report
In 2020, APQC conducted a survey to explore the use of artificial intelligence (AI) for customer service. This report highlights results from respondents in the services…
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As customers’ expectations for service quality and responsiveness increase, some organizations are opening select KM content and systems to customers. This can present risk…