There were very thorough interviews.
Professionals are not compensated fairly for the jobs they perform.
Coworkers do the best they can or know according to their abilities to cope.
Employee development and support should be at the heart of a company that delivers customer service.
People work as hard as they can according to what they know and their ability to cope with a high-stress job.
Participants need to be heard and given the proper time at the beginning of the process. Change is inevitable, but the company can do a much better job at keeping employees informed and well trained regarding those changes.