Best practices for scripted interactions (for customer service reps)?
22 Jan 2008 - 2:27pm
5 years ago
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
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