To control such behavior, a manager should regularly schedule private discussions, live or by phone, when reps may express any feeling or opinion. Then, agents are less likely to behave inappropriately in front of their teammates. Private meetings will be taken seriously by staff when they believe you're focused on them and their welfare. A manager should never accept calls or interruptions during planned meetings. When the meeting is live, eye contact is critical.
Public recognition is a powerful stimulant.
That's why production boards work so well. A manager also should recognize extraordinary effort, results, even birthdays and accomplishments outside the job. Most agents love to be the center of attention. When appropriate, a manager should let agents facilitate discussions, train or be in charge of something. Busy, high-energy environments always stimulate people.