Not only is it boneheaded, it shows a complete lack of understanding of what they did for the company. It seems to me that the CEO thinks these people do nothing but hang-out on Twitter all day and say good things about Charter. While that may be some of it, the real benefit was able to deal with multiple customers and their problems simultaneously, doing the work of multiple phone support people.
If the concurrency of work and the efficiency it provided escapes the people making decisions like staff reductions, the wrong people are losing their jobs.
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