Knoll is (along with Interior Concepts -- see our previous Q&A) one of the few office outfitters that design cubicle and workspace systems specifically for call centers. We asked Christine Barber, Director Workplace Research at Knoll some questions about call center furniture. Look for our facilities and design feature in the August issue.

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 factors result in unique design requirements that can be linked directly to the effectiveness of the call center business. Key issues specific to call center design include:

• Designing call center workplaces to encourage teamwork and communication.
  
• Providing workplace solutions that ensure proper ergonomic support for worker health, safety, comfort and productivity.
  
• Creating workplaces designed with visual interest and appeal for branding and employee attraction and retention purposes.
  
• Ensuring that furniture solutions accommodate and support state-of-the art technologies.
  
• Designing call center workplaces to support 24/7 operations. This requires the addition of amenities to support work/life balance such as food service, break areas, exercise facilities and mothers' room.

We asked Interior Concepts president David Kendrick some questions about call center furniture for our upcoming article on Call Center Facilities Design. Here's a preview of some of that article. Look for more previews in the next week.

Call Center Magazine: What does your company do for call centers that a normal furniture manufacturer doesn't do? What design issues are specific to call centers?

David Kendrick: We specialize in call centers whereas a "normal" furniture manufacturer might adapt their furniture to a call center setting. There is a vast difference in benefits to the customer with the primary benefits being the maximum utilization of floor space, cost-effective wire management and the functionality of the floor space. With our one-inch panel system, coupled with our custom manufacturing approach, we can provide to our customers additional agent stations within the floor plan, increased workspace/aisle space per agent and/or the ability to build/lease less square footage; in any event, this positively impacts the customer's bottom line. As opposed to making furniture fit we specifically design to the space and manufacture accordingly. Our wire management system is the largest and easiest to use in the industry and offers a significant cost savings to our customers. Finally, regarding the functionality of the center, the customer benefits from our many years of experience in designing/space planning call centers: we often win business because we are told we demonstrate more insight with our furniture design/space planning services.