[pmorton]

I believe that the Website of any given program should mirror the information the csr has to give. In particular, the csr scripts should be extremely similar to the FAQ section of the website. If consistancy is had between both contact channels then the csr always has a reference to go to. The csr can then be best utilyzed to provide more indepth, situation specific help to the consumer who cannot get their solution from the available website information.
These two sources are entertwined, not as two sides of the same coin, rather siameze twins joined at the chest. Two personalities with a chared heart!