Everyone talks about KPIs, reports, targets. But in reality, what makes a successful day in a call center are... micro-moments. That smile between colleagues. The pause to breathe. A "Thanks, you saved the day!" from a client. Let's show them off.

1. What are micro-moments and why do they matter?

• They are brief, seemingly insignificant interactions, but with high emotional impact.

• In an intense job like ours, they become energy sourcesmotivation and well-being.

2. Top 6 micro-moments worth paying attention to

1. Morning greetings - The way you start your day sets the tone.

2. First successful appeal - charges you with a sense of competence.

3. A spontaneous compliment between colleagues - creates bonds and morale boost.

4. Short but conscious pause - 5 minutes of breathing or hydration works wonders.

5. Recognizing an achievement - even a joking, "Okay, dude!" is validation.

6. A small gesture of help - giving an explanation, sending a useful link.

3. How to create a culture based on micro-moments

• Make a weekly list of "3 micro-moments you are grateful for".

• Add a "What made us smile this week?" section to your newsletter.

• Encourage team leaders to notice and appreciate simple moments publicly.

• Create stickers or posters of the "joys of being an agent".

In a job with daily challenges, the quality of small moments makes the difference. Micro-moments are not measured in Excel, but they are felt in the team vibe. At Optima, we believe that they are the secret to a united team and an atmosphere where people come together.

Suggestion: start tomorrow by noting one positive micro-moment from today. You'll see, over time, they become more than you thought.