Brand Strategy. Brand Energy.
Customer Service should be about more than merely having bodies in seats. Customer Service should be about having
Customer Service *Professionals* in those seats.
If your company doesn't have professionals in your Customer Service seats, you're losing customer goodwill... And that'll cost you more branding dollars.
To say "We have a HUGE Customer Service Department!" is meaningless unless all these seats in your Customer Service Department are filled with professionals...