Magazine article CRM Magazine

Yet One More Case for Customer-Centricity

Magazine article CRM Magazine

Yet One More Case for Customer-Centricity

Article excerpt

Though CRM magazine's parent company, Information Today, employs more than 100 people, only five currently work full time out of the New York office where I and my colleagues on CRM churned out the copy you are about to read. When I joined the company in 2006, the staff in New York was somewhat larger, and our offices were on the corner of Eighth Avenue and 35th Street, just a few blocks south of Times Square. The space was configured rather oddly, with two or three people per office and long, empty corridors between some of the offices. We never complained about noisy coworkers interfering with our ability to conduct phone interviews; we were all too distracted by the constant blare of sirens, car horns, and other traffic noises that came from our proximity to one of the busiest intersections in the world.

Then we moved to the 14th floor of a building in the middle of 35th Street between Seventh and Eighth avenues. Being in the middle of the block eliminated a lot of the outside traffic noise, but I was also able to work without as many distractions because I, like many of my colleagues, had an office all to myself. That was great; I could close the door and have some nice quiet "me time" whenever I wanted.

Now we are on the eighth floor of that same building, and I no longer have a private office. We all work in what I guess would be considered an open office, to some extent. Each editorial staffer has his own corner of the office; each desk is separated not by walls or partitions but by a few feet of open floor space.

This new floor plan took some getting used to, so I can certainly sympathize with the Apple employees mentioned in this month's cover story, "Opening Up About Contact Center Design," by Associate Editor Oren Smilansky.

Now, after two years in this office, I'm a full-fledged fan of the open design. …

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