The power of one is among the most important principles for any agent to understand. This video shows the impact each person makes on service level, occupancy and average speed of answer. Using actual data, the video makes it clear that every agent matters to both customers and their co-workers.
This video is from the course Customer Service: Working in a Customer Contact Center. If you find it useful, consider making the entire course available for your agents.
The power of one from Customer Service: Working in a Customer Contact Center by Brad Cleveland