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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Effective customer service helps ensure that your customers are repeat buyers, your brand maintains a good reputation, and the money you invest in customer service is well…
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Infographics|
Making Leaps in Your Customer Service Performance
To assess whether your organization is doing well in customer service, it’s essential to choose the relevant key performance indicators (KPIs) to evaluate your customer…
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Benchmarking your organization’s customer service function is critical for finding improvement opportunities, discovering trends over time, and more. But choosing the right…
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Reports & White Papers|
Measuring Customer Service
In 2023, APQC conducted research, sponsored by Esker Inc., that took a detailed look at the top KPIs organizations employ to measure customer service and order management…
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In 2023, APQC conducted research, sponsored by Esker Inc., that took a detailed look at the top KPIs organizations employ to measure customer service and order management…
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Infographics|
Three Steps for More Effective Customer Service
Through customer service research sponsored by Esker Inc. in August 2022, APQC discovered three important steps that any organization should make sure to carry out for…
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Customer expectations have changed as a result of recent disruptions and global health concerns like the COVID-19 pandemic. Through its customer service research, APQC finds…
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Articles|
Optimizing Customer Service Podcast Summary
In this article, Graham Smith from Esker Inc. and Marisa Brown from APQC discuss how organizations can optimize their customer service practices and processes. Leveraging…
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Reports & White Papers|
Optimizing Customer Service: White Paper
Customer service interactions are ‘moments of truth’ that provide customer service representatives with an opportunity to transform wary, skeptical, or dissatisfied customers…
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Podcasts|
Optimizing Customer Service Podcast
On this APQC podcast, Optimizing Customer Service, Graham Smith from Esker Inc. and Marisa Brown from APQC discuss how organizations can optimize their customer service…
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Reports & White Papers|
Optimizing Customer Service: Survey Report
APQC conducted research, sponsored by Esker Inc., to understand how organizations can enable better customer service and alleviate critical challenges facing both customer…
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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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Reports & White Papers|
AI in Customer Service Survey Report: Cross Industry
In 2020, APQC conducted a survey to explore the use of artificial intelligence (AI) for customer service. This report highlights results from all respondents, including their…