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 7,000 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.
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Data and Measures|
AI in Customer Service: Services 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 services…
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Data and Measures|
AI in Customer Service: Financial Services 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 financial…
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Shopify wanted to ensure that knowledge flowed seamlessly from the product groups that develop its software to the support staff who answer customers’ queries and help them…
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This case study describes how Cisco Systems Inc. implemented a knowledge base to deliver self-service solutions for technical, human resources, and facilities support.
Measure Spotlight Results
(1 - 5 of 422 Results)Average cost per sales order for orders received through new channels
Average cost per sales order for orders received through traditional channels
Market share
Cycle time in hours from the time a sales order is received until the time manufacturing/logistics is notified
Total cost to perform the process "manage sales orders" per process FTE
