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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Data and Measures|
Customer Service Key Benchmarks: Utility Industry
Gain insight into the efficiency and effectiveness of your organization’s processes by benchmarking common business activities. The category “Manage Customer Service”…
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Data and Measures|
Contact Center Key Benchmarks: Utility 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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Data and Measures|
AI in Customer Service: Utility 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 utility…
Measure Spotlight Results
(1 - 5 of 182 Results)Agent schedule adherence
Bridge rate
Number of FTEs that perform the customer service function per $1 billion revenue
Response time in minutes for inbound requests coming from postal mail
Contact service level (seconds to answer 80% of contacts from all channels)
