Not long ago, customer support involved telephone or chat sessions where customers and agents would troubleshoot problems by pushing information at each other one word at a time. Today, support transactions are just as likely to involve live agents sharing your computer screen. We all learn faster by seeing and doing, and remote support tools create a unique learning and problem-solving environment that mirrors the way we think in real life.

This new era of on-demand remote support also brings with it a unique challenge to the agents who practice it, and to the people who manage them: namely, a new level of transparency for your interpersonal skills. Today, thanks...