When it comes to service, customers express a preference for agents by a wide margin. But consumer studies show that when customers need to reach an enterprise, they will take advantage of all available channels. That's good news, because as much as they would like to, most enterprises simply can't afford an agent to personally handle every customer service transaction. In addition, enterprises increasingly find that many customers prefer the convenience of self-service. However, tactical solutions to curb costs often leave out an important element: a  consistent customer experience across all channels.>