Vantaggi
There is a legacy of having an employee focus as well as a customer focus. Clearly, the company has dramatically veered from this position (in its actions, not necessarily in voiced intent). The one positive I see is that there is a legacy on which one can hope and pray the company will get back to.
Svantaggi
In this professional role, employees are treated as para-professional (clerical support) i.e. time clocks, minute/hourly schedules including lunch and breaks. Metrics-driven focus is over-done to a fault. Metrics are often viewed without proper context therefore creating lack of understanding and lead to poor decisions. Ultimately, the volume, quality, and service expectations that are in place cannot realistically co-exist with model and more importantly the staffing (count and quality) objectives of the company.