According to Dan Coen in his book, Building Call Center Culture, "the communication presented to call center in the first thirty minutes of their day will set the stage for the rest of the day.

Greeting your agent with enthusiasm is the single most important point to positively impact their day when they arrive. Imagine walking into work on a Monday morning (you don't want to be there) but your boss greets you with all the enthusiasm in the world and says to you..."Good morning how was your weekend?" I bet you will be pleasantly surprised and that positive touch will be contagious.