| How do I improve workplace motivation? This | | | | that you care. Investing in their immediate work |
| question impacts every contact center manager | | | | environment means investing in their satisfaction |
| focused on customer service training and | | | | and well-being. Front-line employees love it when |
| employee productivity. First we must understand | | | | the organization pays attention to them! |
| what the working environment is to understand | | | | In the next section, we’ll look at what you |
| what can be done to improve the productivity of | | | | can do to optimize the following for your |
| your employees. The workplace includes | | | | employees: |
| workstations, common areas (kitchens, | | | | - Employee workstations |
| restrooms, meeting rooms), and other | | | | If your reps have their own workstations, it’s |
| “locations” such as walls and whiteboards. | | | | a good idea to encourage them to bring in a few |
| It encompasses whatever can be sensed by | | | | pictures or some artwork to personalize their |
| employees while in the workplace. | | | | space. It will help them to feel comfortable at |
| Because the typical worker spends most of his | | | | work and may even decrease their stress. |
| her time sitting down and using a phone, a | | | | - Technical equipment |
| computer, or both, it’s important to consider | | | | Having expensive, state-of-the-art technical |
| the effects—good and bad—of the physical | | | | equipment is nice, but it’s not essential. What |
| surroundings. In this article, we’ll look at ways | | | | is essential is making sure your employees have |
| you can improve the physical environment of | | | | the tools they need to do a good job. This |
| your workplace to keep employees healthier, | | | | includes monitors, keyboards, headsets, phone |
| happier, and more productive. | | | | systems, glare screens, wrist rests, mouses, and |
| Before getting too far into this article, give the | | | | any necessary software. |
| following activity a try. Take a notepad and pen | | | | - Eye-to-screen distance |
| with you so you can make notes about your | | | | As a general guideline, locate computer monitors |
| experience. | | | | at least two feet from the eyes. If the screen |
| Activity | | | | can be read without strain, it’s not too far |
| Go outside the building and walk inside, imagining | | | | away. Experts suggest that if the screen |
| that you are experiencing the place for the first | | | | can’t be read, it’s better to make the |
| time. Open your senses and take note of colors, | | | | characters larger than it is to move the monitor |
| sounds, smells, lighting, room temperature, and | | | | closer to the eyes. |
| anything else that strikes you. Walk onto the | | | | - Noise |
| frontline and sit in an employees’ workstation. | | | | In the contact center environment, where most |
| How does the chair feel? What do you see? | | | | of the people are talking most of the time, noise |
| What do you hear? Put your hands on the | | | | control becomes a critical issue. In order to rectify |
| keyboard. Are you comfortable? Open a file on | | | | the noise: |
| the computer. Is it easy to read? Do your eyes | | | | - High ceilings, fabric-covered acoustic panels, and |
| feel strained? Do the monitor colors soothe, | | | | carpets help absorb noise. |
| stimulate, or stress you out? Take notes on | | | | - Installing sound masking and acoustic ceiling tiles |
| every sense and feeling experienced. Look around | | | | can reduce noise by 40%. |
| at the walls and at anything else you see from | | | | - Wood furniture absorbs noise better than metal |
| the workstation. Is there anything about these | | | | or glass. Headsets protect against noise better |
| areas that either motivates or distracts you? Can | | | | than traditional telephone receivers. They also |
| you imagine a way to better utilize these areas? | | | | provide better sound quality. Doors to areas that |
| You get the picture. There are all kinds of things | | | | are adjacent to the call floor (such as a break |
| in the physical environment—big and little, subtle | | | | room or a computer room) should be kept closed. |
| and obvious—that affect employees’ | | | | Lighting |
| morale and productivity. | | | | Good lighting in a workplace has a positive effect |
| According to an online article in a leading call | | | | on mood and productivity. It has been shown to |
| center portal site, “The top three complaints | | | | decrease eyestrain, fatigue, computer errors, and |
| of call center employees are: the space is too hot | | | | even absenteeism. |
| or too cold, there are not enough restrooms, and | | | | Air quality |
| there is not enough parking . . . It is not that the | | | | A lack of clean air in the workplace can result in |
| work is too boring or the pay is not good. If the | | | | low morale, illness, and absenteeism. Consistently |
| working conditions are not pleasant then people | | | | maintain your vents and air supply—they’re |
| will leave.” | | | | easy to overlook. |
| | | | | Wall space and white boards |
| Why does the environment matter? | | | | Almost every contact center we’ve visited |
| The physical environment impacts two major | | | | has a wallboard, a white board, or both, but all too |
| factors of your employees’ work | | | | often they’re underutilized. We suggest you |
| life—their motivation and their productivity. A | | | | use these areas to inform, motivate, encourage, |
| clean, comfortable, well-lit, and not overly noisy | | | | educate, and whatever else you need to do on a |
| environment will go a long way toward making | | | | daily basis. Think about it. These areas are in view |
| people want to work. And we all know that when | | | | of your reps all day every day. What an |
| this happens, quality and productivity improve. | | | | opportunity to fill their heads with meaningful |
| Daimler Chrysler asked its agents for their | | | | information! |
| contact center “wish lists.” Staffers | | | | According to author Brendan B. Read, “In call |
| suggested new divider heights and mail-slot | | | | centers, people are your machinery. They attract, |
| locations, plus conference and washroom | | | | retain, and directly and indirectly generate profit |
| improvements. The result in the improvements: | | | | from customers by providing customer service |
| service quality rose nearly 10 percent after the | | | | and sales.” Call centers are extremely volatile |
| contact center modifications. The lesson learned | | | | environments, and they are where agents |
| here: ask for input from your representatives, | | | | develop their customer service skills and form |
| either by direct questioning or a survey. | | | | relationships with your customers. Therefore |
| Putting some thought and energy into the physical | | | | management must do its best to create a |
| environment of your workplace inspires | | | | productive physical environment. |
| employees in another way as well: It shows them | | | | |