The Shadow
Today, I went into work in order that I might be available to agents needing help with a new software product we had recently introduced. I have spent the past several weeks pumping up, training, re-training, reviewing, and helping 176 agent get ready to use this product. They have known about it. They have talked about it. It has been brought to the fore front of their minds. Yet this morning when they started using the program, you would think they had never seen it before.
To add a little challenge to the project, all of these agents are working remotely from home, while I am working in the center. Almost all of our communication is via teleconferencing, instant messaging, and video conferencing. Getting them all trained has been one of the biggest challenges. Today presented another challenge. They had to use it.
I would say that 90 percent of them were trying to figure out how they could get out of using the product and remain in the comforts of the old product. I heard every type of excuse they could make. Some even started crying that the product was not working properly.
Ideally, we would communicate via instant messaging. They would tell me what was wrong and I would ask them a series of questions to make sure they were using the product properly. With out seeing what they were doing, I knew the program well enough and the common errors that I could direct most of them with little prodding of questions or small hints to remind them what they had been trained to do.
If instant messaging did not work, I would then resort to a phone call. I would have them call me in the office and I would walk them through it verbally. Some agents respond better to the calming sound of a voice.
If that did not work, then we would resort to shadowing. This process allows me to remotely control their computer. I can see what they are seeing, control their mouse and programs. At the same time they can control their own computer. I like to show them the steps on their computer screen while verbally instructing them. When I have shown them what it is they need to do. I disconnect the phone and tell them that I will watch them to make sure they are doing it correctly. If I see that they are not following the procedures, I will help correct them by taking over their mouse and keyboard.
For most of the agents this worked really well. However there were a couple today that finally said, why don't you watch me all the time so I don't make mistakes.
Wouldn't that be great? If we could have some one watching us all the time, correcting us when we start veering off the correct path? So I tried it. I told the agent that I would sit there and watch them take several calls to make sure they were using the product correctly. When I saw them heading for a mistake, I would take control. Every single time I tried to take control, I would receive resistance. Even though they told me they wanted my ever watching eye and ability to make sure they were following the path, they resisted my assistance.
Agency allows us to grow and learn. After we have been raised, taught, and instructed, we are expected to move forward on our own. We can do it. We still have a shadow, but it never takes control of our lives. It guides us, but allows us to resist. What will we do? What will you do?
To add a little challenge to the project, all of these agents are working remotely from home, while I am working in the center. Almost all of our communication is via teleconferencing, instant messaging, and video conferencing. Getting them all trained has been one of the biggest challenges. Today presented another challenge. They had to use it.
I would say that 90 percent of them were trying to figure out how they could get out of using the product and remain in the comforts of the old product. I heard every type of excuse they could make. Some even started crying that the product was not working properly.
Ideally, we would communicate via instant messaging. They would tell me what was wrong and I would ask them a series of questions to make sure they were using the product properly. With out seeing what they were doing, I knew the program well enough and the common errors that I could direct most of them with little prodding of questions or small hints to remind them what they had been trained to do.
If instant messaging did not work, I would then resort to a phone call. I would have them call me in the office and I would walk them through it verbally. Some agents respond better to the calming sound of a voice.
If that did not work, then we would resort to shadowing. This process allows me to remotely control their computer. I can see what they are seeing, control their mouse and programs. At the same time they can control their own computer. I like to show them the steps on their computer screen while verbally instructing them. When I have shown them what it is they need to do. I disconnect the phone and tell them that I will watch them to make sure they are doing it correctly. If I see that they are not following the procedures, I will help correct them by taking over their mouse and keyboard.
For most of the agents this worked really well. However there were a couple today that finally said, why don't you watch me all the time so I don't make mistakes.
Wouldn't that be great? If we could have some one watching us all the time, correcting us when we start veering off the correct path? So I tried it. I told the agent that I would sit there and watch them take several calls to make sure they were using the product correctly. When I saw them heading for a mistake, I would take control. Every single time I tried to take control, I would receive resistance. Even though they told me they wanted my ever watching eye and ability to make sure they were following the path, they resisted my assistance.
Agency allows us to grow and learn. After we have been raised, taught, and instructed, we are expected to move forward on our own. We can do it. We still have a shadow, but it never takes control of our lives. It guides us, but allows us to resist. What will we do? What will you do?
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