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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Reports & White Papers|
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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Reports & White Papers|
Optimizing Customer Service: White Paper
Customer service interactions are ‘moments of truth’ that provide customer service representatives with an opportunity to transform wary, skeptical, or dissatisfied customers…
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Reports & White Papers|
Optimizing Customer Service: 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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Reports & White Papers|
AI in Customer Service Survey Report: Cross Industry
In 2020, APQC conducted a survey to explore the use of artificial intelligence (AI) for customer service. This report highlights results from all respondents, including their…
Measure Spotlight Results
(1 - 5 of 184 Results)Other cost to perform 'define customer management strategy' activities per $1,000 revenue
Outsourced cost to perform 'define customer management strategy' activities per $1,000 revenue
Overhead cost to perform 'define customer management strategy' activities per $1,000 revenue
Agent schedule adherence
Average call handling time in seconds
