In my 27 years in telecommunications (specialising in PBX voice systems and call centres) no company knows that they've cut too much - until they've cut too much.
That's because the demand for more savings is never ending and THAT is because in modern companies, the people at the top have not worked their way up and do not have a complete picture of how the company works.
Secondly, 'execs' tend to have been shielded from call centres and the like for many years by secretaries, agents and (often) their spouse! So they REALLY don't know what the day to day experience is.
