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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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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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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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…