Pros
When I started over 2 years ago, there were weekly team meetings, monthly or quarterly campus wide or company/division/country/region-wide meetings during which we heard about/discussed notable news/events/issues. We had scheduled time off the phones to work on customer projects, get help from other team members, or learn/explore skills to improve our roles. There were reasonable metrics and expectations in terms of taking time to ensure customer needs were met/exceeded. I remember more sharing, offers for help/advice, camaraderie in general. It was a pleasant and hopeful (in terms of job security/career advancement) place to work. I almost remember being proud to work there and sharing my experience and loyalty to the company/brand with nearly everyone I encountered outside. Customers would routinely sing praises to Sage, primarily based on their interactions with support.
Cons
And then it slowly began to change...the quaint and delightful meadow eroded into an oozing swampy cesspool. Middle management became MICRO management and all sense of value (for the individual contributions of employees as team members) gave way to backstabbing, malicious gossip, every-man-for-themselves as the ship ran a ground. I could go on and on about the ineptitude, but that may be immature. So back to the ship! The first wave of rats began leaving and then the next wave of sensible professionals. And for what? Changes made with the customer in mind - all for the customer, but in fact HAPPY employees is what truly delights customers (when it comes to contacting customer service/tech support). Oh sure, the numbers looked good on paper (because you cheated by creating a new queue to dump calls in), but customers were no longer being delighted. People need to work to live though, so what they are left with is those who have been beaten down and sullied and an endless wave of new recruits. I can not recall one hopeful memory or bit of good from the end of my time there...as a very talented individual/HUMAN BEING, I took my brilliant skills elsewhere (before I had a nervous breakdown or stroke because you will be pushed to the very brink!). Haha - if you are a masochist, Sage is the perfect place for you!