In my experience, CVG agents aren't very helpful and frequently dish out wrong information. SLC and DFW are better, but Chisholm is at a different level. Majority of the times, its clear when the call is answered whether its Chisholm or CVG or another center. Don't ask me what in particular makes it clear.
Training is one part of it, but what needs to change is the work culture and also the attitudes. These are much more difficult.