An individual floor agent might be interested in a promotion or possibly a lateral move. If anemployee wishes to make a lateral move in their career, then I would develop a plan with themthat includes broadening their skillset. I also might suggest using coaching for those who want tomake a lateral move. For example, if a floor agent decides they want to make a lateral move tocustomer service agent then I might set them up with a training program that is focus on skillsneeded to be in customer service. I might also suggest setting them up to shadow anothercustomer service agent or receiving mentoring from someone in our company who has been asuccessful customer service agent