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The furniture in your call center is probably the most important part of the operation aside from the agents. However, furniture setups get an alarming lack of focus when managers are figuring out what’s best for their call center. Interior Concepts has made a business trying to change that. The company offers consultative support to call centers as well as superior quality furniture designed to last a lifetime. TMC (News - Alert) had an opportunity to sit down with Russ Nagel, Interior Concept’s executive vice president, at this year’s Call Center Week where we discussed some of the most important parts of the work Interior Concepts is doing.

At the show the company showcased its virtual tours and interactive quote utilities. Through this, they can offer customers advice even if they’re on the other side of the country. “Generally a customer will define the space they’re working with and then we’ll work in conjunction to figure out the best way to provide what they need,” Nagel said, “we’ll get them a quote a couple days after that and get started right away.”

Unlike other furniture vendors, Interior Concepts is there at every step of the process. Not only does the company offer comprehensive consultation before set up, they remain with a company through moves and remodeling projects to ensure that customer get the most from their fixtures. “Nothing becomes obsolete; we always work to make sure everything is backward compatible so the companies we outfit can continue to use their setup with only a few minor alterations.”

Nagel gave an example of an installation that had been done in the in early 80’s. Although the company had chosen a burnt orange panel color, they were able to quickly update the look and feel of their cubes by replacing panels. Even though the structural components of the cubes were close to 20 years old, they still worked with current panels, giving the company an upgrade without replacing the entire setup.

Interior Concepts is taking the standard policies of call center furniture manufacturers and building on them to offer a more complete and enjoyable call center furnishing experience. “We’re here to educate we want everyone to know they have options in choosing furniture for their work space,” Nagel said. For those looking to build a relationship that will evolve with their customer service strategy, Interior Concepts is arguably the only option.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter @cpdimarco.

Edited by Rich Steeves