Technology

AIM KPI

Define and measure progress toward organizational goals

A Key Performance Indicator (KPI) is a defined, measurable objective that describes some level of performance. Refinement and optimization of KPIs, objectives, and targets for your organization is critical to driving long-term, continuous improvement. KPIs equip contact center service managers and analysts to make better decisions such as whether to increase handle time objectives or recalculate first call resolution. Web-based dashboards enable users to re-calculate KPI relationships, providing meaningful reports to illustrate the dependencies, or to quickly enact changes and promote, demote, or fine-tune a particular KPI. This drill-down capability and understanding is fundamental to achieving revenue, service level and efficiency goals. AIM KPI allows business analysts and other managers to understand and analyze the relative importance and desired weighting of KPIs.

Using sophisticated analytics, AIM KPI can resolve unknowns, such as the optimal level of handle time that improves efficiency but does not impact the quality of service. AIM KPI can identify and correlate the relationship between different metrics, such as holds and transfers, with the overall effectiveness of cross-selling. The AIM KPI editor then allows your analysts to adapt targets or KPI calculations to refine your organization’s ability to achieve business or efficiency objectives.