The customer service software part is interesting to me. The Xbox/360 software they used had agents pretty much on automatic, with scripted answers to pretty much all issues. Almost every problem is listed. They click on it and it leads them from point to point, like a choose-your-own-adventures book. I wonder if they're going to replace that, integrate XO issues into it, or perhaps have a separate program just for XO. They also have simulation software for the interface of each console. The software was called CCF (customer care framework). It was kind of old, so it wouldn't surprise me if they wheeled out something new for the XO launch. For a lot of general questions you had to hit up the Microsoft Knowledge Base.
If it's totally new software, then training is going to be needed. A lot of customer service agents aren't gamers and don't know this stuff intuitively. Also, most issues won't be in the software from Day One, so good luck on getting accurate help if you need it.
Microsoft concentrates a LOT on preventing social engineering. It's really wide-spread with Microsoft accounts. If I remember right, you can get fired if you screw up twice.
CALL FLOW: Greet customers > find the issue > Find customer and Verify (Baseline ALWAYS, Entitlement if CCF asks) > Continue Troubleshooting and READ CCF, it will guide you > Four Point Close
BASELINE VERIFICATION: First and Last Name (required). Then Phone Numbers OR Full Billing Address.
Entitlement = CC# and secret question answer
FOUR POINT CLOSING: 1) Ask if there is anything else you can do "Have I resolved your issue?" 2) Give SR if UA or Escalation 3) Mention Xbox.com 4) Thank them for Calling and say Goodbye.
