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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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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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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Customer Journey Maps: Driving End-User-Focused Improvement
Customer journey maps are one technique organizations use to merge customer-centricity, data, and process to drive improvements. This infographic helps organizations better…
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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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Optimizing Customer Service
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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Artificial Intelligence in Customer Service
This content outlines trends and metrics related to the use of artificial intelligence (AI) for customer service, including: organizations' goals for applying AI in…
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Case Study|
Managing Knowledge Content at Allstate
Allstate wanted to consolidate its KM technology across business areas and establish a universal set of standards for knowledge content. To accomplish this, it launched…
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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…