2019 Agent burnout Gamification Metrics 
Talkdesk
JULY 16, 2019
Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.
Fonolo
FEBRUARY 19, 2019
Call Center Metrics. Telltale Signs: How to Identify Call Center Agent Burnout. On the Horizon: Customer Service Trends in 2019 [Report]. 4 Contact Center Reports to Kick off 2019. The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center. Investing in Agents.
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