1. A computer-implemented method of monitoring a process performed by a contact service representative (CSR) in a call center, the method comprising: relating a process currently performed by the CSR to at least one key performance indicator (KPI) threshold; determining, in real-time, whether or not the KPI threshold was breached by at least one property of the process; providing, in real-time, data related to the breached KPI threshold to a mobile device; and receiving, in the mobile device, feedback related to assistance provided to the CSR, the assistance provided in relation to the breached KPI threshold.