Best practices for scripted interactions (for customer service reps)?

22 Jan 2008 - 3:27pm
6 years ago
1 reply
860 reads
Al Selvin
2006

Are there any published, or web-available, examples of best practices for
handling UI design for applications that provide verbal scripts for customer
service reps who are talking to a customer on the phone while entering data?
(sorry, long sentence)

I have seen applications that handle these text snippets in scrolling text
boxes interspersed with data entry forms, or as speech bubbles like a comic
strip.

I'm interested in standards, ways that the text portions are maintained (e.g.
are there applications that do this like a CMS, or always as code embedded
in the rest of the application, or ...), good interaction approaches, ways
to depict/handle branching, etc.

Examples could be applications for car rental reps, tech support, order
takers, etc.

Any pointers appreciated.

Al

Comments

22 Jan 2008 - 4:34pm
Jeff Seager
2007

I like this published model so much, I keep it beside my telephone! I
know nothing about its development process.

http://www.xs4all.nl/~egbg/english/counterscript.pdf

(opens as a PDF, but it's worth it)

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Posted from the new ixda.org
http://www.ixda.org/discuss?post=24933

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