Review on Next Generation Call Center by Bobby Blanton

The ability to see reports in real time. We can actually know where our agents are working at any given moment. There was no way to see who my top performers were without logging into their dashboard. I think this could be improved. Having access to the status of calls made/received would also help. I wish we could assign tasks to agents without having to log into their individual dashboards to do so. It takes too much effort to go through each agent's dashboard to check on their progress. I'm able to see if they're busy or not and what calls they've had. This has helped me reduce stress and keep my team organized.