Computer services for monitoring and managing messages between customer service agents and customers via a web based browser; computer services for translating the language of labels in customer service pages, application data and free form text to other languages; computer services for responding to queries from telephone or from a world wide computer network from an end user of a client's products or services; computer services for transferring telephone calls or messages to a customer service agent's location; computer services for off-loading telephone calls and messages during peak traffic times; computer services for providing customer service tools; computer services for storing and retrieving reports