Some interesting quotes:
The Big Lie - I was hired to work in tech support and discovered that over 70% of my performance evaluation was based entirely on how well I attempted to upsell additional products during support calls. Scheduling is absolutely awful in all phases - often the lowest census would be during the busiest times, and conversely the highest census would be when the phones weren't ringing at all. Forget ever having consecutive days off, or ever taking a sick or vacation day - "We're understaffed - we need you to come in" is a constant refrain when those are requested. Quite frankly, I'd rather live in a cardboard box than work there again.
Advice to Senior Management – Separate sales and support.