Cost cutting also leads to more poorly trained agents. During the recent meltdown they routed many 1K desk calls to non-1K desk trained agents. Regardless of whether the agents are well-trained or not, many of them simply do not know the policies and what is possible very well. I won't hold it against the individual agents, but it's disheartening to have to HUCA multiple times to get done what used to be simple tasks. It's especially difficult during IRROPS with longer hold times and time-sensitive rebookings.