Good examples of Call Center scenarios?

Hi, everyone:

In the next few months, I'll likely be developing a library of elearning scenarios for call center representatives. There will probably be a decent amount of branching involved. Anyone have examples of call center scenarios where the representative properly responds to the customer AND accesses information on their behalf? (It's that second bit that will probably be the biggest challenge for me.)

Any examples are appreciated. Thanks so much. --Daniel    

7 Replies
Daniel Brigham

Thanks, Allison. Yes, I have already checked those out. I'm looking for
examples a bit more robust, where the rep handles the customer's inquiry
and also retrieves and/or inputs their information.

I have an idea what to build, just looking for inspiration from what others
have already done. Thanks for your help.