I would address the issue by having a private conversation with the agent to understand their behavior and its effect on the team. I’d set clear expectations for professionalism and collaboration, offering support or additional training if necessary. If the behavior persisted, I’d take corrective measures to ensure a respectful work environment. Throughout, I’d maintain open communication with the team to preserve harmony and keep efficiency on track.

Maintaining harmony and efficiency starts with addressing the issue promptly & directly. First, it’s important to have a private, candid conversation to understand the root cause of the behavior, whether it’s stress, lack of training, or personal issues. Setting clear expectations for professional behavior and team collaboration is crucial, while offering support through coaching or mentoring can help guide them back on track. Aim to foster open communication within the team to ensure concerns are aired and resolved early, preventing negativity from spreading. Iterative performance feedback and team-building activities can reinforce a positive, collaborative culture and keep the team focused on delivering excellent customer service.

?? Have a private conversation with the individual to understand the root of the disruptive behavior and address their concerns. ? Offer coaching and support to help the team member improve their communication and interpersonal skills. ?? If necessary, implement performance management measures to address the disruptive behavior and ensure it doesn't continue.

Each of the pieces of wisdom herein are accurate, the same, and maybe complete. Maybe "publicly" (in-house) recognize someone else for having a positive disposition, and say "We've all done well in the past, and we know what we need to do every customer-facing minute. I look forward recognizing someone else next month. If feasible, have incentives for best performance (not necessarily monetary). Also, maybe 3 minutes of highly-motivational audio-video content before hours will help. Maybe a brief "What greatness do you have to celebrate today?" to each team member can help to set, or re-set, the tone. Suggest postive actions - affirmations, declarations, tapping, et cetera - on the way to work, posted on walls, et cetera.

In a way, I will address the disruptive behavior promptly through private, constructive feedback, offering support for improvement while reinforcing team values to maintain harmony and efficiency.