Customer service expert Bob Furniss writes about meeting customer needs with the help of back-end systems for SearchSalesforce.

A service center and its agents are the backbone of customer support. Consumers continue to have evolving expectations, and customer experience innovation needs to change to meet them. As their needs evolve, communication channels have proliferated, putting additional pressure on companies to provide a seamless customer experience.

But according to recent survey data, companies may not be taking full advantage of the technology tools available to create a seamless customer experience, particularly as customers traverse multiple communication channels -- from company websites to social media to email to phone.

Read More