RFG believes the technology used in the customer contact center is changing more rapidly than can be absorbed by most companies. The call center is transitioning from a telephony- or voice-centric operation to a customer service center that includes a multitude of access channels and the ubiquitous connectivity of the Internet. CSRs are now being tasked with real-time chat, co-browsing, composing e-mail correspondence, explaining complex issues and account management. IT executives must plan now for the coming of this “Super” CSR position and adjust staffing and training budgets accordingly.”]