Customer service agents can truly make or break the customer experience (CX). In fact, Forrester predicts in 2021 that "[a]gents will become more critical to nurturing and growing existing customer relationships." But thanks to inefficient customer service tools, many agents waste valuable time searching for information-combing through knowledgebases, opening multiple windows and applications, and wading through loads of detailed documentation-all while a customer grows frustrated waiting on the other end.