Pros: Company events, performance incentives, work atmosphere
Cons: New performance requirements without incentive, new business attitude with merger
AOL's call center was an amazing array of very talented and eclectic individuals working together to provide technical support for the AOL customers. Most days were spent on the phone, in a headset, talking with customers and leading them through the process resolve a problem. While that happened, support technicians were free to do whatever they pleased, within some reason, while participating in calls. Yoyo's, Koosh balls, and even frisbees were not strangers to the call center floor. People also performed myriad types of crafts, from coloring to wood carving! And everyone, at one time or another, paced relentlessly as far as their headset chord would allow.
I loved AOL. For the majority of the time I worked there, the atmosphere was relaxed and positive. Techs were able to provide ideas about customer issues and support each other. The support process itself was challenging and learning new information was encouraged. Rewards and bonuses for outstanding achievement were incomparable.
Prior to my leaving, AOL merged with Warner Bros. The merger changed the atmosphere at AOL to one of pure, cold, business. Everyone I knew, including management, found it increasingly stressful. Bonus and incentive programs became almost nil.