Pros: See various work sites normally unseen by the general public.
Cons: Seeing the first-hand abuse of some managers of their employees.
Assisting customers and other team members is number one priority. Being told to leave call comments, work resolution details, and other important information from call logs does little to assist front line and secondary support personnel provide the best support possible to the end user. A centralized database needs to be created and maintained to assist in daily support functions.