Moira has asked for help because she would like to engage the work teams in recommending solutions to the issues that have arisen; e.g. the challenge of having Tier 2 Agents being called upon to help the newer staff, which interferes with productivity for Tier 2 Agents; there is a question of potential incentive, developing a new on-shift Training Agent role. She has heard about Employee Involvement groups (EIGs) and wants your suggestions as to how this might help her out; she's willing to have a 'pilot project' at one of the call centres to look into some of the issues. Provide some suggestions as to how she might test out EIGs for these and future issues. Include in your suggestions any recommendations about what types of problems should be IN scope vs. OUT of scope for EIGs, which employees should be involved, what guidelines they might have in making and implementing suggestions. How would you go about setting these up and what would be the mandate overall? (4 marks