Description
Have you ever considered how physically demanding a contact centre agent’s job can be? It's not uncommon for agents to experience headaches, fatigue, sore joints and neck and back pain from sitting in front of a computer terminal or being on the phone for long periods of time.
A well-designed, ergonomically correct contact centre environment can reduce strain and injury and improve comfort and morale, resulting in greater efficiency and productivity. Understanding ergonomics and the relationship between the worker and the work environment will enable you to develop and implement design strategies that will improve employee morale, reduce costs, and increase your operations productivity.
Furthermore, using the most advanced contact centre technology can give your company a competitive advantage by increasing efficiency and productivity and improving customer service, while reducing costs and increasing profitability.
However, to realize these benefits you require a solid understanding and practical knowledge of the technology and its links to both people and processes within the contact centre environment.
Understanding the basic applications and benefits of contact centre technology will allow you to evaluate how its implementation can assist you in achieving your business objectives.
For your convenience, the Environment Workshop and Systems Workshop have been combined into a one day course. Participants will benefit from hands-on practice by applying the ergonomic and design principles learned to create their own contact centre environment.
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