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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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1 - 15 of 16 Results

Measure Spotlight Results

(1 - 5 of 179 Results)

Bridge rate

Number of FTEs that perform the customer service function per business entity employee

Contact service level (seconds to answer 80% of contacts from all channels)

Agent schedule adherence

Average talk time in seconds, including agent hold time
View all measure spotlight results
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