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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This collection contains APQC's Key Benchmarks at a Glance reports for several functions and processes. These documents feature key performance indicators (KPIs) and…
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Tools & Templates|
Interactive Contact Centers Tune-up Diagnostic
Contact centers are essential to delivering value in a customer-centric organization. Prepared using APQC’s Open Standards Benchmarking® database, this interactive diagnostic…
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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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Tools & Templates|
Contact Centers Performance Assessment
APQC's Contact Center research is focused on the main processes across traditional functional boundaries executed by contact centers, including manage sales orders and manage…