Saturday, February 18, 2006

Ergonomics: The Importance of a User Friendly Facility

User friendly environments are important in customer contact facilities ...

"In the area of call centers, much has been in the headlines lately about new software applications to improve services and the trend in this field of moving more and more toward offshore or even homeshore agents. Though technology is making it possible to operate a contact center without the need for large facilities to house multiple agents, these facilities are still necessary and in demand. The most important aspect of these contact center facilities is the labor force.

Gone are the days of tiny work areas and a ‘one size fits all’ mentality as employers understand the importance of ergonomics in the workplace. Recent studies have proven that repetitive motion injuries and the associated costs have a direct correlation with absenteeism and productivity.

...In an area where the employees are the first and sometimes only contact with the customer, it is critical for organizations to recognize the importance of the user friendly environment. These organizations stand to realize cost savings over the long term and can provide their own customers with better service when their agents are healthy and happy."   continued ...   (Via tmcnet)

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