Call Center Magazine: Some call centers don't have enough space for each agent to have his or her own seat. Is there any way to make seat sharing more palatable?

David Kendrick: Many of our customers operate 24/7 so this is a common issue. The most important element of workstation sharing is that the stations be ergonomically equipped AND that the agents have been properly trained on the use of these ergonomic accessories. When applied to furniture, a "one size fits all" doesn't work; with proper ergonomic accessories each agent can adjust the station as necessary. Ergonomic accessories include such things as adjustable keyboards with a negative tilt, adjustable monitor arms and chairs with a full range of adjustments. The cost of this equipment pales in comparison to the people cost; thus keeping the agents healthy and happy can greatly reduce turnover and increase productivity. In terms of investing in ergonomic equipment, it becomes the old cliché -- you can pay now -- or you can pay later through employee turnover and worker's comp claims. We are also a believer in incorporating ergonomic exercises into daily regimens for the agents/employees; we believe that a few minutes of ergonomic exercises per day can have a very positive effect in reducing worker's comp claims and thus premiums.

Call Center Magazine: What can you do to reduce ambient noise in a call center?

David Kendrick: From a furniture perspective we design into the stations the use of acoustical panels where needed or appropriate; these acoustical panels reduce the noise levels in the center. Also, with our custom manufacturing approach, we may incorporate special workstation designs that group agents in a certain manner or that even face the agents in a particular direction. It should also be stated that the furniture is only a part of the equation; the best noise solutions come through a combination of the furniture, carpet, ceiling tiles and, if appropriate, the use of high quality headsets. Finally, an additional feature would be the use of white noise or sound masking systems in the center.

Call Center Magazine: What are some of the trends you're seeing in call center furniture?

David Kendrick: One very predictable trend following the do-not-call legislation was a shift to inbound versus outbound centers. As a part of this shift our customers tend to purchase larger stations to accommodate the agents/customer service representatives and the services/work being performed. Coupled with the larger stations our customers are also investing more in ergonomics -- a very conscious decision to invest more in the employee's comfort and well-being.

We are also seeing these two very noticeable trends: While many centers are still off-shoring we are seeing a shift back into the states for many of these centers. This is due to a number of things, with customer service (or the lack thereof with some of the offshore locations) being one of the drivers. Coupled with this shift back to the states is also a trend back to larger centers (in terms of number of seats); during the past year we have installed a number of centers in the 400 to 600 seat range.

Finally, customers seem more conscious of their space utilization -- i.e., using every square foot of space effectively. Money spent on unused floor space is money never recovered.