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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Webinars & Videos|
The Top 10 Customer Service KPIs to Measure
In this webinar, Esker’s Director of Sales (O2C), Diana Eagen, and APQC’s Senior Principal Research Lead, Marisa Brown, used recent results from 2023 APQC research to discuss…
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Presentation Slides|
The Top 10 Customer Service KPIs to Measure
In this webinar, Esker’s Director of Sales (O2C), Diana Eagen, and APQC’s Senior Principal Research Lead, Marisa Brown, used recent results from 2023 APQC research to discuss…
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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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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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Webinars & Videos|
What Workers Want from HR
In this on-demand webinar, APQC's Human Capital Management Principal Research Lead, Elissa Tucker, discusses the results of APQC's HR Customer Satisfaction Survey. The survey…
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Presentation Slides|
What Workers Want from HR
In this on-demand webinar, APQC's Human Capital Management Principal Research Lead, Elissa Tucker, discusses the results of APQC's HR Customer Satisfaction Survey. The survey…