> I was thinking of other things like how companies want to replace customer service, claims processing, etc. where efficiency improvements pretty directly tran

> I was thinking of other things like how companies want to replace customer service, claims processing, etc. where efficiency improvements pretty directly translate into job losses Given that most of my recent experiences with the tier 1 versions of these folks are people in developing countries who can barely read off of a script, I don’t think that I will miss them. Put any of the good ones (and there are some good ones) into tier 2 positions and give them a raise.