In today's workforce, and especially in the call center, strong skills and furniture design are key to improved productivity and success.
With an increased focus on getting more out of the contact center, more organizations are looking closely at floor space layout and how furniture can be designed to foster team-building, training, and a collaborative atmosphere. Along with these benefits, properly furnished operations can also increase performance and cut costs.
provides call center furniture planning and customization solutions that help companies more effectively utilize their floor space and improve performance and profitability.
To find out more, I took some time to speak with the company about their achievements over the past year and their predictions for the upcoming year.
Looking back at 2008, how would you characterize the year for your company?
As a furniture manufacturer 2008 was a good year for us. Our niche markets are schools and call centers, two markets that tend to be a bit more recession proof than the general furniture industry. Also, call centers continue to offer very cost-efficient services; thus, a down economy can provide excellent opportunities in this business. An added boost to our 2008 was the fact that several of our Caribbean-based customers installed very large centers during the year.
What were the key trends that impacted your business?
Two key trends impacted our business this year. The first was an increased focus on green products. This led us to change some of our materials and undergo rigorous testing to earn a low-emitting furniture certification. Our products now contribute to a healthier indoor environment. The second trend has been a focus on design. The vast majority of our customers want their furniture to have an earthy color scheme that coordinates with their environment, and our wide array of color selections helped them to customize their space at no additional cost.
What was your company’s biggest achievement in the past year?
We are proud of many accomplishments during 2008 but if we had to characterize a biggest achievement it would be our growth through the use of technology. This refers to process improvements from the initial sale through the manufacturing and installation of our furniture. These continuous improvements allow us to offer extraordinary furniture solutions and customer service at very competitive prices.
What are your customers looking for in the coming year?
Our customers will continue to look for the best value when purchasing furniture for their call center. This includes free space planning services, a lifetime warranty, and the ability to best maximize the available space that they have. Customers also want the purchasing process to be as easy as possible, so they appreciate our specialized call center knowledge when it comes to suggestions about space layout and station designs.
Do you think a new administration in Washington, D.C. will be good for the communications industry? If so, how? If not, why not?
Our belief and hope is that the new administration will be good for the industry. Regardless of one’s political leanings it seems to be a consensus that President-elect Obama ran a masterful campaign, one heavily dependent on the use of communications technology. It is logical that this would carry through to his administration.
If you had to make one bold prediction for 2009, what would it be?
Our perhaps “not so bold” prediction is that the massive financial bailout will not have the intended results. It will eventually be small business and the creativity/ingenuity of the American people that will turn the economy around. It will be the entrepreneurs that will make it happen; federal, state and local governments will find, with great pain, that they can no longer tax themselves into prosperity.
Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.
Edited by Stefania Viscusi