
Skill sharing is encouraged and basically essential as most knowledge is tribal. For better or worse, this brings employees in the trenches together and builds lasting bonds.
There is very little sense management listens to agents working at the bottom. Policy decisions come out of nowhere and agents are held to increasingly impossible standards with no compassion shown by anyone other than their direct managers who have no power.
After 3 years working for this company, I make the local entry level wage for contract employees. This company makes far too much money to justify so little compensation for such draining work that on a public front they claim to prioritize so highly.