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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 8,200 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content. 

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Measure Spotlight Results

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Average talk time in seconds, including agent hold time

Response time in minutes for inbound requests coming from postal mail

Annual percentage change in number of retail customer complaints

Percentage of active customers who are repeat customers

Customer retention rate for customers attempting service cancellation
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