I think that a combination of higher prevalence of understaffing and common daily stress is what leads to things like this.

Like compare how busy most workers are these days to fifty years ago and you will see a difference in it. Instead of regular 9-5 we are seeing more shift work, which is hard for the body to take...and being overworked.

I personally have seen my customer services slip when I get burned out on the job from being overworked. I'm not proud of this fact and I try to fight it but once you are worked to a certain point you just have to slip somewhere.

just my .02