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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 5000 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.
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Data and Measures
Contact Center Cost Allocations for Managing Sales Orders
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Data and Measures
Allocating Contact Center Costs for Managing Customer Requests, Inquiries, and Complaints
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Data and Measures
Key Contact Center Benchmarks at a Glance
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Data and Measures
Key Contact Center Benchmarks at a Glance: Automotive Industry
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Data and Measures
Key Contact Center Benchmarks at a Glance: Consumer Products/Packaged Goods Industry
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Data and Measures
Key Contact Center Benchmarks at a Glance: Financial Services/Banking Industry
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Data and Measures
Key Contact Center Benchmarks at a Glance: Industrial Products Industry
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Data and Measures
Key Contact Center Benchmarks at a Glance: Insurance Industry
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Data and Measures
Key Contact Center Benchmarks at a Glance: Media and Entertainment Industry
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Data and Measures
Key Contact Center Benchmarks at a Glance: Pharmaceutical Industry
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Data and Measures
Key Contact Center Benchmarks at a Glance: Retail/Wholesale Industry
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Data and Measures
Key Contact Center Benchmarks at a Glance: Telecommunication Industry
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Data and Measures
Key Contact Center Benchmarks at a Glance: Utility Industry
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Data and Measures
Key Contact Center Benchmarks at a Glance: Petroleum/Chemical Industry
Featured Resources
Staff Selections
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Reports & White Papers
COVID-19 Organizational Survival Guide
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Articles
Business Financial Contingency Planning
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Articles
How to Work from Home
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Reports & White Papers
Supplier Risk Management: Current State Practices Report
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Articles
How KM Programs Survive and Thrive in Turbulent Times
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Tools & Templates
How to Analyze Process Risk
