Fire all of the floor supervisers' supervisor, and be more lax on the point system. The management issues start with her. If you change a person's schedule week to week still, you need to at least have the decency to allow them to adjust their lives accordingly.
Invest in training new employees.
Begin an initiative for quality from the top down. "Service Excellence." Its not a new concept. It should be a standard from the executive level and it tricles down to every level.
Have a better managing team for the agents.
Answered - Agent (Current Employee) - St. Ann, MO