| Applied Ergonomics for Call Centers 2-day seminar. Register online and get a free book!  |
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Overview
With the increasing work demands of today's customer service representative comes the need for effective ergonomics in call centers. Approximately one-third of workers' compensation dollars are due to repetitive motion injuries, which are common to call centers. These recordable injury losses can lead to challenges in absenteeism, turnover, and lost production.
You can achieve dramatic improvements in call center agent productivity, retention, and health and safety through practical ergonomic solutions and improvements. This course, led by experienced certified ergonomists, focuses on improving human performance through a comfortable, healthy, and productive work environment. Simple assessment forms will be provided along with solutions to typical ergonomic design challenges in call centers. Each day of the seminar includes hands-on application of office ergonomic assessments and problem solving methods.
In this one-of-a-kind seminar, you will learn how to:
- Improve retention and morale of customer service reps
- Positively impact employee health, safety, and productivity
- Prioritize ergonomic improvements to maximize return-on-investment.
- Recognize and prioritize ergonomic challenges in contact centers
- Identify simple and effective ergonomic improvements
- Select workstations and office accessories for better productivity, health and safety
Call center managers, facility personnel, health and safety managers, and others interested in improving employee health and safety will benefit from this seminar.
Look at this agenda!
An Introduction to Ergonomics
- Understanding our limits
- Sources of productivity
- The ergonomics improvement process
Understanding Work-Related Musculoskeletal Disorders (WMSDs)
- Common upper extremity WMSDs
- Tendon mechanics
- Lower back disorders
Recognizing Call Center Ergonomic Challenges
- Workplace factors contributing to WMSDs
- Approaches to reducing risk exposure
- Typical solutions to call center challenges
Business Implications of Good Ergonomics
- Costs of WMSDs
- Projecting the cost savings of improvements
- Cost justification methods you can use
Call Center Case Study - Hands-On Learning
Identifying Opportunities for Improvements in the Call Center
- Evaluating agent needs
- Addressing agent discomfort issues
- Key elements of a good call center workstation
A Tool for Assessing Your Call Center
- Self-assessment and interviewing techniques
- Identifying concerns within a workstation
- Determining the ergonomic improvement priorities
Call Center Ergonomic Improvements
- Assessing groups of computer users
- Planning and budgeting
- Identifying ergonomic improvements
Equipment Selection Guidelines
- Critical heights and dimensions
- Selection guidelines and considerations
- Equipment and accessories
Call Center Case Study - Hands-On Learning
Special bonuses for on-line registration!
Register from this web site and receive a complimentary book from the Resource Center. Choose from:
Ergonomics - How to Make Your Workstation Work for You
Principles of Effective Leadership for the Support Organization
Motivating and Managing Help Desk People
How to Give
Meaningful Feedback to Increase Motivation and Productivity
* Normal shipping and handling fees apply
Seminar Schedule
| No classes are currently scheduled. Please call (708) 246-0320 and request to be notified when new dates are added to this schedule. |
Class begins at 8:30 AM and ends at 4:30 PM. Please arrive at 8:00 the first day to sign-in and meet fellow attendees.
Registration Fees
The per student registration fee for this seminar is $895, and includes the seminar, course materials, lunch, and morning and afternoon refreshments.
Payment is due prior to the conference. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $300. Or, you may transfer your registration to another member of your company at no additional charge. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $300, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
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