Kanban is the Goldilocks of workflow tools, structured without suffocation. This guide shows how to let agents self-organize and
organize workflow within clear lanes (e.g., ‘Max 5 tickets in progress’). We added a ‘blocked’ column for tickets needing IT support, and suddenly, bottlenecks became visible. Resolution times dropped 25%. Lesson: Empowerment needs guardrails. That’s what I’d recommend implementing in every call center.
