There are the pain points of assisted-service. KANA Service Experience Management is software that can help eliminate the pain.
Think about the agents in your contact center and the agents who handle Web chat. What if any agent could take any call? What if your agents could follow the right process, just as you had envisioned it? What if your agents didn't have to alt_tab through 15 applications on their desktop? What if your agents didn't need to use post-it notes and index cards? What if you didn't have to spend months and months on training agents?