I so agree about the *missing* modifiers in her description of what is really a cost cutting move nothing else.
I laughed out loud at this: "We believe speaking directly with a customer is a more personal, effective and consistent way to answer questions, solve an issue or provide information, and we will focus our efforts on these means of communications," Lamont said.
She obviously has NEVER called any Charter call centers with a problem. Nor any members of the "We" team, who decided the good public relations and fewer truck rolls that result from providing forum support is outweighed by any cost per call survey. Bad, bad decision.