Leading KPIs predict future performance. They are the counterpart of lagging KPIs. Leading KPIs are an indication of the extent or quality of actions aimed at future performance. They are useful to consult if the results turn out to be disappointing.
Examples of leading KPIs in customer contact include training time per employee, the availability of employees (occupancy), call quality assessments (this allows you to adjust future calls), number of open complaints.
See also Lagging KPIs