Q1:Your organization is moving its call center agents (50 employees) from one side of the building to the other side of the building, and you are in charge of the move. Your role is to oversee the construction, the equipment, and the transition of employees. Your company has been busy putting together the plan to have all new cubicles and chairs delivered to the site in the next 90 days. The new area has been freshly painted and carpeted. When the agents move to the new location, they will be getting new computers with multiple monitors and new software components that will make it easier to service their customers and easier for the organization to monitor their performance and to track their time on the phone with each customer. The agents have never worked on computers with multiple monitors, nor do they know the new software. You are already hearing some complaints. Since the new equipment will make the job easier, your leaders have also informed you that the agents will be responsible for new performance metrics. You know this will affect training the agents and that there is a possibility that the agents might quit or be terminated if they cannot meet the new metrics. In addition, the new area is a little farther from the bathrooms, break room, and parking lot than the area they are in today, which you know from experience will also become an issue with the agents.
Continuing to focus on social-cultural cognitive theory of cognition, what are the best solutions for the issues in this case? How do these solutions apply on theories of motivation? Defend your decisions.
Q2:Explain how you might technological tools help implement one of the theory-based solutions you described in response to the scenario? Support your view.
