Hi! Higher managers in the company I work for want to implement the aforementioned workflow fix, if you can call it so. Kanban in a call center? Isn’t that overkill? We’re drowning in tickets, not building software.

It isn’t overkill, it is the exact thing your call center and every other call center needs. Kanban isn’t about sticky notes, it’s about sanity. The guide I've linked before explains how to apply it to call centers: visualize ticket flows, set explicit work-in-progress limits, and use metrics like cycle time. We went from agents juggling 15 chats (and failing) to 5 focused resolutions. Customers noticed. Now they’re not screaming into the void.