Pros
Training was excellent with an upbeat instructor, and the initial weeks of production were fantastic in terms of being able to help customers and having a supervisor who actually wants to provide guidance when needed.
Cons
Management, in general, do not communicate well with front-line agents. People who were loyal to the Company for years were let go out of the blue without being provided enough time to find alternative jobs to support their families. I myself received verbal harassment from a fellow coworker, who I reported... but nothing was really done to stop him from bothering me. Supervisors were fine, but there were many times when their interpretation of policies were inconsistent across the board. Employees can actually be penalized for following one supervisor's suggestion when a different supervisor has a contrasting perspective on the same subject.