KPIs are performance measurements used by organizations to evaluate success. Choosing the right KPIs requires understanding what is important to each department. Effective KPIs are specific, measurable, achievable, relevant, and time-phased. Examples of quantitative and directional KPIs include booking numbers, average time per booking, call volumes, average call times, and metrics tracking customer volumes. KPIs help simplify complex organizational performance into key metrics that make progress easier to understand.