Re: 2014 version of 1980s "quick reference card" ?

Subject: Re: 2014 version of 1980s "quick reference card" ?
From: Tony Chung <tonyc -at- tonychung -dot- ca>
To: Alison Wyld <alison -dot- wyld -at- wyld-home -dot- net>
Date: Thu, 16 Jan 2014 12:12:28 -0800

On Thursday, January 16, 2014, Alison Wyld <alison -dot- wyld -at- wyld-home -dot- net>
wrote:

>
> However the company I now work for has a product that has true "end-users"
> - agents in a call center. So these are folk with no technical training or
> background, potentially in fact not so much formal eduction (though you
> have to be bright and quick thinking to do the job, you might not have the
> formal schooling to go with it) and sometimes of course off shore, so
> working in their 2nd (or 3rd) language.
>
>
>

Hi Alison,

To take this discussion completely off track, call centres have started
using call tracking systems that provide scripts for the end user to take a
call from beginning to end. The scripts are usually written by business
analysts in a format similar to a choose your own adventure book. Each
interaction offers choices. Each choice leads to more interactions.

At the place I work we use a product called Lagan that provides a script in
the left frame and a web browser in the right. Works good?

-Tony


^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
New! Doc-to-Help 2013 features the industry's first HTML5 editor for authoring.

Learn more: http://bit.ly/ZeOZeQ

^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

You are currently subscribed to TECHWR-L as archive -at- web -dot- techwr-l -dot- com -dot-

To unsubscribe send a blank email to
techwr-l-leave -at- lists -dot- techwr-l -dot- com


Send administrative questions to admin -at- techwr-l -dot- com -dot- Visit
http://www.techwhirl.com/email-discussion-groups/ for more resources and info.

Looking for articles on Technical Communications? Head over to our online magazine at http://techwhirl.com

Looking for the archived Techwr-l email discussions? Search our public email archives @ http://techwr-l.com/archives


Follow-Ups:

References:
2014 version of 1980s "quick reference card" ?: From: Alison Wyld

Previous by Author: Re: Electric vs. electrical
Next by Author: Re: Electric vs. electrical
Previous by Thread: Re: Professional how-to videos
Next by Thread: Re: 2014 version of 1980s "quick reference card" ?


What this post helpful? Share it with friends and colleagues:


Sponsored Ads