David, who spoke on the condition that his last name remain anonymous, was working as a customer service agent for a financial tech company in Utah when the pandemic started, and he was sent to work from home. Last fall, after his company switched the software it asked employees to use on their work-issued computers, he was randomly clicking around the system trying to figure out how to get where he needed to be. Suddenly, his boss started speaking to him through his headset, instructing him on how to log in. David said he couldn’t recall exactly what software the company used, but he was surprised to find that his boss could see what he was doing, a seemingly new capability at the company.
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