I’m Doing Everything I’m Supposed To. Why Isn’t It Enough?

But I wanted to talk about second guessing.

I noticed something at work.

I think it ties into recovery.

I had an opinion at work.

So we have this new tool that our frontline agents, how do I describe this? Our frontline agents at a call center have this new tool that pops up on the screen and kind of guides them through the call.

It's not scripting per se, but it listens to what you're saying, what the customer is saying.

And at certain points, it will recommend a next action.

You should offer this product.

You should do this.

You should tell about the value.

It's an AI-based tool.

And we learned that some of the people are not using it.

And our director said, we're learning it's people are hesitant to use AI.

And I didn't think that that was correct.

I think there is some of that, but I'm like, I think there's something more going on here that it's a change management thing because I've seen this happen a lot of times.

And I felt like it was kind of discounted.

And I brought it back up to somebody else.

And they're like, one of the reasons that they're not using it is the way the computers are set up in that one center is it automatically logs you out without telling you.

So it's not necessarily somebody's doing something wrong.

It's a system issue.

And then also there's some evidence of change management.

And so I had to recheck and I think I turned out to be right, but it also was not on my list of deliverables.

So it felt like I'm not doing real work.

So it's constantly, yes, I'm doing that.

I'm second guessing myself, but I'm not doing real work.

But I wanted to talk about second guessing.

I noticed something at work.

I think it ties into recovery.

I had an opinion at work.

So we have this new tool that our frontline agents, how do I describe this? Our frontline agents at a call center have this new tool that pops up on the screen and kind of guides them through the call.

It's not scripting per se, but it listens to what you're saying, what the customer is saying.

And at certain points, it will recommend a next action.

You should offer this product.

You should do this.

You should tell about the value.

It's an AI-based tool.

And we learned that some of the people are not using it.

And our director said, we're learning it's people are hesitant to use AI.

And I didn't think that that was correct.

I think there is some of that, but I'm like, I think there's something more going on here that it's a change management thing because I've seen this happen a lot of times.

And I felt like it was kind of discounted.

And I brought it back up to somebody else.

And they're like, one of the reasons that they're not using it is the way the computers are set up in that one center is it automatically logs you out without telling you.

So it's not necessarily somebody's doing something wrong.

It's a system issue.

And then also there's some evidence of change management.

And so I had to recheck and I think I turned out to be right, but it also was not on my list of deliverables.

So it felt like I'm not doing real work.

So it's constantly, yes, I'm doing that.

I'm second guessing myself, but I'm not doing real work.