Final answer:
CSRs refer to Customer Service Representatives who handle customer inquiries. They can transfer cases and collaborate in real time. Modern systems support omni-channel interactions, allowing requests to switch between different communication channels.
Step-by-step explanation:
The discussion regarding CSRs (Customer Service Representatives), case management, and real-time collaboration is related to customer service operations and support systems, which is a topic within the Business field. In modern businesses, CSRs play a critical role in addressing customer inquiries and solving problems. When a case is open and requires further attention or expertise, CSRs can transfer this case to another agent. Furthermore, there is a capability for agents to collaborate in real time to resolve customer issues more effectively. Additionally, today's advanced customer service platforms allow for what is known as omni-channel support, meaning that a customer request can begin on one communication channel and be completed on another, whether it be through email, chat, phone, or social media.