One of the pillars of crafting an “ideal customer service experience” is to offer a consistent service experience across the communication channels that you support. So what does this mean for the service manager who needs to think about this problem from a pragmatic perspective? It means that:

• Service agents must have access to the customer history across all interaction channels for a full view of the customer.
• Service agents must use the same processes and have access to the same knowledge so that the service resolution process is the same regardless of channel.