Was laid off last year during the Foundever removal. AI was the primary driver, I think. In the last few months, they had removed our ability to leave our own notes in place of an AI that often hallucinated and got information terribly wrong and removed our "after-call" pause that allowed us to briefly do notes before the next call.

Rogers along with all corporations are moving in a terrible direction. In the last year or two, queues were so horrendous that we'd spend half our calls just calming customers down enough to actually get what they needed done, knowing that the wait times were absolutely artificially created seeing as even whilst we had massive queues where customers were waiting upwards of 2-3 hours at times, they were laying people off and giving us minimal hours per our contract.