Consumers today move between channels without even pausing to think about it. They take it for granted that all communications channels are integrated. This is perceived as a "right," and they don't like it when they run into barriers, which happens too frequently in the service world. A surprisingly large number of contact centers still answer only phone calls or handle just calls and emails, but in totally separate and non-integrated queues, so when customers move between channels they have to start over and repeat themselves. This creates frustration and decreases your company's chances of getting customers to use less expensive non-phone channels.