Customer service & tech support departments often suffer from broken communication and lack of resources. I'd rather resources be devoted to improving communication and documentation between customer service and other departments. It's kind of a novelty to have people who shouldn't be on the phones or who don't want to be on the phones taking customer calls. Perhaps you'll get lip service that things will change, but those promises fade as quickly they are off the phones.

Customer service is often seen as a burden/cost, and the employees expendable. Unless the company thinks differently, then you'll have issues.