Understaffed to Support the Client Base/Employees Treated Poorly
Pros
Caring and competent co-workers (Customer Support Representatives). People do their best, as time allows, to assist other individuals, and share their knowledge.
Cons
From a Human Resources perspective, the company has, for years (despite their internal claims to employees), pushed their existing employees to do the work of 3 people, rather than hiring the staff needed to support the client base. In Customer Support, the ideal call queue is about 15-30 client support tickets. Most of the representatives at NextGen work with queues of 50 to 120 support tickets. Rather than hire, the company uses reports and a hostile management style to try to accomplish the work. Unfortunately, this has lead to frustrated clients, who often wait weeks for resolutions, and burned out employees. The product itself has deteriorated badly in terms of quality, with each release, being worse than the last. This too, causes client and employee frustration.
