you can prove all that, your team will be more open to adoption. In the example of considering a DVA to handle overflow, after-hours, and simple appointment calls, I would start by tackling the misconception that customers do not want to talk to a machine. The fact is that the majority of us talk to virtual assistants already. How many of us order products through Google Home or Alexa? There is a high level of trust if we are willing to use a DVA that is tied to a checking account to make shopping easier. Next, I would give my entire service team an opportunity to try the technology. Have employees dial-in and make an appointment. We have found that a DVA can schedule an appointment in about four minutes compared to up to six minutes with a human. This addresses the " Show-Me " component of earning trust. When employees experience an expedited and MARCH APRIL 2022 || FIXED OPS MAGAZINE pleasant experience first-hand, they are more likely to support the technology. 2 - FEAR FACTOR People often fear change because they may feel like they are losing control. The larger the change, the more they are going to feel like the change is being done TO THEM. No one likes feeling powerless. Especially if they worry the new technology will replace them or eliminate their position altogether. During change, information is power. The more information you can share as early as possible is helpful. You can also include your team in the planning. Ask for their input to help them feel like they have some ownership in the change. It is also helpful to block out time with each individual employee to identify concerns as well as opportunities where you can work together to smooth the transition. 43