We periodically sort all our faxes into topics, find out what is most common and use this material for the basis of a training module. The groupings tell us what is most important and the actual questions provide employees with real world exercises. We've developed handouts that candidates read prior to the interview. When the candidate shows up we have them spend twenty to thirty minutes reviewing this material. We include things such as company history, detailed job descriptions, criteria used in evaluating staff, description of products being supported, and sample questions that the help desk answers.
Employees like it because they save commuting time.
This yielded fantastic new ideas, most of which got implemented.