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Blame Cisco for wanting to squeeze out every penny from their support costs at the expense of their customers. Most of this stuff is outsourced or structured in such a way that they try to reduce ticket time and increase tickets worked (because time = labor = money). But guess what's free in this equation? Your time.

The vast majority of cost savings I see in the corporate world is like this; they're not saving money by doing a better, more clever job, they're just externalizing their costs elsewhere, whether it's another industry, another company, or another team in the same company.

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