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<br /> Fostering Engagement and<br /> Improved Quality of Life<br /> for Financial Services Call<br /> Center Employees<br /> Part Two: Call Center<br /> Recommendations and Strategies<br /> Rebecca L. Scott, MPH<br /> OvERvIEw OF THE CaLL CEnTER wORk EnvIROnMEnT<br /> In Part One of this series on financial services call centers, we reviewed the physiological and psychological outcomes of call<br /> center work, and the effects that these can have on organizational outcomes. In Part Two, we will examine components of the<br /> call center work environment and discuss recommendations and techniques to promote better engagement and a healthier<br /> working environment.<br /> In the article Sick and Tired? Working in the Modern Office, Baldry and colleagues argue that occupational ill-health can be<br /> best understood and addressed by examining the three interrelated components of the work system: the social environment,<br /> the proximate environment, and the ambient e<a title="Fostering Engagement and Quality of Life in Call Centers page 1" href="http://viewer.zmags.com/publication/2f92d1e8?page=1"> Fostering Engagement and Improved Quality of Life</a> <a title="Fostering Engagement and Quality of Life in Call Centers page 2" href="http://viewer.zmags.com/publication/2f92d1e8?page=2"> OvERvIEw OF THE CaLL CEnTER wORk EnvIROnMEnT In </a> <a title="Fostering Engagement and Quality of Life in Call Centers page 3" href="http://viewer.zmags.com/publication/2f92d1e8?page=3"> In addition to optimizing temperature, lighting, </a> <a title="Fostering Engagement and Quality of Life in Call Centers page 4" href="http://viewer.zmags.com/publication/2f92d1e8?page=4"> Other Amenities and Services: Around 70% of call </a> <a title="Fostering Engagement and Quality of Life in Call Centers page 5" href="http://viewer.zmags.com/publication/2f92d1e8?page=5"> Employee Empowerment: While it may be necessary f</a> <a title="Fostering Engagement and Quality of Life in Call Centers page 6" href="http://viewer.zmags.com/publication/2f92d1e8?page=6"> References 1 Baldry, C., Bain, P., & Taylor, P.</a> <a title="Fostering Engagement and Quality of Life in Call Centers page 7" href="http://viewer.zmags.com/publication/2f92d1e8?page=7"> </a>