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?

Christine Barber: Call centers are very concerned with maximizing the cost-effectiveness of their real estate. This is often accomplished by seat or desk sharing, which involves two or more employees working at the same desk in multiple shifts. There are several design features that can be incorporated into the furniture solution to make this work arrangement acceptable. In a new study entitled "Workplace Preferences: The Employee Perspective," conducted for Knoll by DYG, Inc., findings show that there are several design factors that workers identify as having an impact on their productivity and satisfaction at work. There are three top factors that become particularly important to consider when designing shared spaces in call center environments. In order of importance these are:

• Adequate storage: In a shared environment, multiple users may be using the same storage elements. Planners should assign dedicated storage spaces for personal and work-related materials that can be locked and secured. If storage is centralized and not available at the individual desk, workers may need solutions that let them organize and transport their work materials between locations, such as mobile storage units and portable binder bins and paper caddies.
  
• Ability to organize and support technology: Technology support solutions that let workers adjust, orient and align equipment for comfort and productivity while working become increasing important in a shared environment. Not all workers work the same way, nor are people the same size and shape, which becomes most apparent when two or more individuals share the same work tools. The ability to adjust height, angle, tilt and orientation for computer screens, keyboard and mouse are essential in a shared environment.
  
• Space that can be personalized to support work style: For multiple users, workstations should be designed to support individual requirements for organization, adjustability, and comfort. Features should include height adjustable work surfaces and document holders, adjustable ergonomic chairs for comfort, and control over lighting to eliminate or reduce glare on computer screens.

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

Christine Barber: The best way to reduce ambient noise in call center operations is to approach workplace design as an integrated system that considers appropriate furniture solutions, ceiling performance and the addition of sound masking, or "white noise." This combination of solutions addresses the three basic principles of effective acoustical design: absorb, block and cover.

There are ceiling systems available today that are specifically designed to perform well in high-density operations such as call centers. These systems absorb as much as 90% of the speech noise generated in a call center environment. Appropriate furniture solutions help to block noise. This is accomplished by incorporating acoustical screens or panels that provide seated privacy to call center operators. The screens or panels prevent speech noise from being transmitted to neighboring operators. Many call center designs also include the addition of translucent partitions above the acoustical panels to provide an additional level of noise reduction while allowing natural light into the space. Lastly, sound masking evenly distributes sound throughout the workspace and helps to cover the speech noise being generated by workers.

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

Christine Barber: Knoll is seeing a growing trend in call center planning that represents a break from traditional, linear design approaches. Two major directors include zig-zag or saw tooth design layouts and 120°planning models which create a honeycomb or serpentine design layout. Both approaches result in workplaces that are visually appealing and stimulating, and are more space efficient while providing better ergonomic and workflow support.

Call Center Magazine: Do you have any best practices for call center operators who may be opening a new call center or upgrading an old one?

Christine Barber: Knoll has worked with a significant number of clients who have achieved design excellence in their call center operations. The ideal client understands that an investment in workplace design delivers business benefits that go well beyond the cost of the physical asset -- it is an investment in people and business effectiveness. Best practice design approaches consider the workplace holistically, integrating three critical elements of the business:

• People -- consideration of the physical, social, and behavioral aspects of work that need to be supported by workplace design can result in higher levels of worker satisfaction and productivity, thereby improving employee attraction and retention as well as business effectiveness.
  
• Place -- the physical environment can be designed to either support or hinder workplace productivity. Knoll Workplace Research has identified several workplace characteristics that workers say are important to productivity. These include ample storage, technology support, personalization, visual appeal, and access to natural light, among others.
  
• Process -- call center operations are increasingly designed to support collaboration and teamwork. Such environments are characterized by openness, visibility and access to coworkers which can result in higher quality and productivity levels.