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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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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Data and Measures|
Engagement and Retention: Survey Results Snapshot for the Retail and Wholesale Industry
This report explores engagement and retention trends and practices among the organizations that completed APQC's Open Standards Benchmarking® Talent Management Performance…
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Data and Measures|
Optimizing Customer Service: Building Products/Construction Industry Survey Report
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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Data and Measures|
Optimizing Customer Service: Petroleum/Chemicals Industry Survey Report
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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Data and Measures|
Optimizing Customer Service: Pharmaceuticals Industry Survey Report
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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Data and Measures|
Optimizing Customer Service: Retail Industry Survey Report
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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Data and Measures|
Optimizing Customer Service: Electronics Industry Survey Report
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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Data and Measures|
Optimizing Customer Service: Industrial Equipment/Products Industry Survey Report
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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Data and Measures|
Contact Center Key Benchmarks: Services Industry
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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Data and Measures|
Contact Center Key Benchmarks: Petroleum/Chemical Industry
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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Data and Measures|
Contact Center Key Benchmarks: Cross-Industry
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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Data and Measures|
Contact Center Key Benchmarks: Automotive Industry
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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Data and Measures|
Contact Center Key Benchmarks: Consumer Products/Packaged Goods Industry
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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Data and Measures|
Contact Center Key Benchmarks: Electronics Industry
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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Data and Measures|
Contact Center Key Benchmarks: Financial Services/Banking Industry
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…