With recent departures there is more of a shift coming to online and agency sales and a stepping back of the direct sales initiative. Word is a reduction and revamping of direct sales coming soon.
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With all due respect I don't think you understand the soft skill value that agents provide. I'm not sure exactly how valuable but it's non-trivial and deserves way more care than you are giving it.
Excellent drop agents overpaid and no longer needed; truly like travel agents in Internet self service age.
Let's get competitive and drop wasted percentages!