And the answer is all-too-often: "We didn't build or train our call center, nor is it actually part of a single central system. We get contracts and then their

And the answer is all-too-often: "We didn't build or train our call center, nor is it actually part of a single central system. We get contracts and then their support staff plugs into our backend and we hope the security constraints written on the contract are real and the training is adhered to." I'm in the middle of requirement gathering for an unheard-of project: a custom, in-house support console for a new product I'm working on. We're even going to source someone to make training and testing materials, and do auditing independently of the call center (along with their auditing). Sad part is, while I find it a bit intimidating because I've never undertaken a project like this before, it's not proven very difficult. It's just the miserable state of most enterprise IT and how very bolted-on customer support is to most operations.