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.