Case Study You have been a manager for a few months now, worked on getting the best candidate, and hired a new employee, Jamie, who starts in two weeks. You have been working with human resources to arrange Jamie's onboarding, but you feel like you need to do more to make Jamie feel comfortable and excited about her new opportunity. Your team is in the customer service call center and handles inbound calls from customers who need technical assistance. The shift is the second shift so the hours are from 4 pm to 12 am, which brings about a variety of calls and a large call velume in the middle of the shift. Jamie has a technical background, and you want to ensure she has adequate training to help her understand the company's process and standards when answering calls to confidently assist customers with technical questions quickly