Often we find that agents do not have the same tools that customers may have. For example we find some catalogue companies allow customers to order over the web but they do not give their agents access to the web. So when the customer has a query about the web, the agent cannot answer them. Another example is when a customer sends in an e-mail then calls in only to find the contact center does not have access to e-mails and the customer has to start all over again. Customer service is a key differentiator these days and not equipping your agents with the same technology as your customers is sure to lose you business.