Key Performance Indicator (KPI)

A key performance indicator can be defined as a quantifiable measure used to evaluate the success of an organization, employee, etc. in meeting objectives for performance. KPIs are what will allow you to clearly guide your support team’s performance with black and white (attainable) goals, so that if they are not meeting your expectations, you are able to focus objectively on what they need to improve and what you can do to help them improve.