2 questions correspondantes
I would do more team buildings, activities outside the workplace, evaluate direct and indirect managers, better salaries.
Elevate the AHT to allow for a more human approach towards customers rather than appearing like a robot. Keep call flow expectations the same (Quality assurance were constantly changing focus and nitpicking at small things which made meeting metrics more difficult than it needed to be), Have designated trainers who only train new hires. Another company I worked for did this and in between training classes the trainers were doing quality control on calls and taking escalations which kept them focused on what the company was expecting what their Team Leads were expecting of an individual team at the time.