Benchmark call center professionals Gamification Metrics 
Fonolo
NOVEMBER 17, 2020
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Call Centers Will Change in 2020. Storyline: Gamification. FCR is the Most Important Metric.
Balto
OCTOBER 20, 2022
For example, if it’s essential that most of your customer calls are resolved in a set amount of time, a QA program can be implemented to help track this to see how your agents are doing against a given benchmark. That’s why it’s so important to have a call center QA program in place. 6) Use Gamification.
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