This isn't something that I think is reactionary and it's a proactive philosophical issue. Leadership through inspiration isn't the right methodology but it's the only methodology. It will always outperform management through intimidation. That said if you inspire from the outset and trust and enable your agents, you generally will not run into this problem to begin with.

As per my experience with Call Centers we should do the following: 1. Set Clear Expectations - KPIs, Transparency when it comes to expectation. Regular feedback so that Agents are aligned with the goals. 2. Investing in Continuous Training and Development boost confidence, morale and enhances skills. 3. R&R Public acknowledgment of achievements can significantly boost morale, while incentive programs tied to performance can further inspire excellence. 4. Make sure work environment stays positive all the time. Right attitude matters the most. 5. Right tools at the right time. Dont expect agent to perform without giving them effective tools. 6. Make sure everyone has work life balance, this will for sure boost the productivity.

Para inspirar a un equipo, siempre me ha resultado involucrarme y ser parte de la solución, por lo general, se deja en manos de los supervisores directos y de los analistas de calidad, asumir la responsabilidad de resolver el bajo desempeño de un grupo de agentes. A mi me ha funcionado lo siguiente: 1. Realizar una lluvia de ideas con todas la áreas competentes: Operaciones (agentes y supersores), Calidad, Formación, Planificación e incluso TI. Para determinar el problema y sus posibles causas. 2. Aplicar un Diagrama de Ishikawa con los mismos participantes e identificar cuales variables podemos ajustar de inmediato, que contribuyan a inspirar al equipo y aumentar su redimiento. 3. Diseñar un diagrama de Gantt y manos a la obra.

como Leader del equipo, debemos analizar cuales son las métricas que están por debajo del objetivo, en forma grupal e individual, luego trabajar con escucha de llamadas las que están bajas. Teniendo la causa raíz ( aptitud, actitud, desmotivación, desinterés , etc etc ) generar un plan de acción grupal y/o individual. Evaluar resultados para validar plan de acción

Being a call center agent can be repetitive, whicha can lead to frustration and lack of purpose on a person. Therefore, keeping the team motivated should manager's main focus. Here are some ideas: - Set clear goals using a SMART framework. - Weekly fun group of activities that can be done in person or remotely, for no more than 30 minutes. - Weekly feedback. Good performance should be praised and rewarded, while underperfomance should be addressed ASAP to avoid stress and burnout. - Training, training, training.