Call Center Magazine: What design issues are specific to call centers? Christine Barber: Call center operations are typically fast-paced, pressured and technology and information intensive. These ...

In August, it was widely reported that employees at Apple had begun to voice their dissatisfaction with the open layout of the company’s new Apple Park campus in Cupertino, Calif., which is expected ...

Call centers are often referred to as “cost centers” because historically, one of their biggest expenses is turnover; they are a necessary but costly part of the organization. Call centers have a ...

Healthy. Comfortable. Technologically advanced. Vibrant. If you don’t immediately associate these words with a call center, you’re not alone. Call centers typically bring to mind an image of crowded ...

To the ceiling above their heads. Good call center architecture takes every activity in the facility into account, top to bottom. The design goal represents a challenge: to create a workspace in which ...

Bell ExpressVu, a division of Bell Canada, prides itself on its ability to retain agents. Its annual agent attrition rate generally hovers at about 16 to 18 percent and only 3 percent of promoted ...

Begun in 1999 and completed in the fourth quarter of 2002, the studies aimed to ascertain participants' degree of satisfaction with components of office and workstation design. The open plan office, ...

ILR Review, Vol. 62, No. 4, The Globalization of Service Work: Comparative Institutional Perspectives on Call Centers (Jul., 2009), pp. 510-532 (23 pages) This study examines reasons for variation in ...

Forbes contributors publish independent expert analyses and insights. I help executives track and innovate against business disruptions. The customer support call is one of the most important customer ...

As AI takes over routine inquiries, contact centers must redesign workflows that protect—not pressure—their frontline staff.