Pros
Good work life balance. This is not a job I think about at the end of the day or on weekends. Decent PTO/SST time accrual for hourly full time employees. Encouraged to use PTO/SST (as long as following company policy) Somehow, the best people work here. I like everyone I've met at the company.
Cons
Most recent acquisition is rocky- NewFold is picking apart CTCT, taking the best pieces with them and leaving CTCT leadership to try to fill the gaps. Product changes are not well communicated to customers, and there is not a lot of support (outside of a release training) for agents troubleshooting the changes. Sometimes it is hard to tow the company line. NO merit or cost of living raises in 2020, despite CTCT having a very profitable year. When asked about raises/compensation/benefits for 2021 to retain employees at June's all hands meeting, CEO said he would not answer questions that were "negative" and "rude". Any attempts at asking those types of questions again have been ignored by leadership in all hands meetings since. Customers are sometimes VERY abusive to support agents. And there is no system to protect agents from this abuse.