Key performance indicator (KPI)
Definition
A Key Performance Indicator (KPI) is a well-defined and quantifiable way of understanding how close an individual, a department or an entire organization is to achieving a stated goal.
Potentially any metric within business can be used as a KPI – for example, how much profit the organization is making or the number of active customers – but for a Key Performance Indicator to be effective and the data it generates valuable, it has to be a measure of something that will positively or negatively impact on a clear aim or objective.
This is why within the contact center among other KPIs, we prioritize the measurement of NPS, CSAT, First contact resolution and volume of contacts per channel.
Related terms:
Customer satisfaction score (CSAT) ,
NPS survey ,
First contact resolution ,
Net promoter score (NPS) .