It is common place to find frustrated customer service agents. More than willing and wanting to help customers, but not having the information, tools or empowerment to do so. This is a serious problem.
Flick through this story of one such frustrated agent and see what the consequences are.
With a modern CRM platform in place, all of this could be avoided. Download our free Multi-channel Customer Service eBook to set you on your way: https://www.salesforce.com/uk/socialsuccess/form/multi-channel-customer-service-ebook.jsp)