Management used to be fun but then slowly took all the good parts away. External hires are made for leadership positions when qualified internal candidates existed. Unskilled new agents are hired for core because they're yes men who made friends with management. HR is so powerless they can't do anything even when they're fully aware that a member of management is being verbally abusive and creating a hostile work environment. Company goes through CEO's like toilet paper. Clients don't want to pay for properly trained staff and change procedure constantly throughout the season without formally advising staff. Most agents are "coached" by QA docking them for something they didn't know had changed, since very little beyond basic troubleshooting is written down. Company won't pay to attract experienced talent in the support teams so end up with HR generalists who treat women like they're all sneaky, emotionally volatile, irrational people; IT directors who can be heard shouting obscenities and punching their desk; and account managers who spend their time making completely inappropriate sex jokes with the supervisory staff or watching vidoes in their office.