As far as setting up studies for these internal experts, what would you say is a common rookie mistake that either you’ve seen other researchers do or that maybe you yourself have made and learned from?
I’ll tell you one that’s pretty tactical and just like a logistics thing, so when you’re setting up an interview.
You often have to reach out to a few people because, depending on how a Frontline agent is paid, they might be paid per call or per hour, but they need to carve out that specific training time.
For this call, maybe two or three people are involved before you even get there. Now, one of the risks that people run is that they invite.
Just keeps getting forwarded to a few other stakeholders, so now we have 10 people invested in hearing.
This person shares their insights and perspective, and that’s not the right environment to feel like you can have an open dialogue about what you like and what you dislike.