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  • Quantitative Evaluation of Effects of Workplace Liveliness on Performance in Call Centers

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Improving team performance has been a great concern of leaders and managers. They try to understand the factors affecting performance and reorganize their team on the basis of their experience and intuition. Recent progress in wearable sensor technologies has opened up new ways of measuring our physical behaviors. Particularly attractive is the ability of such sensors to capture data quantifying body movement and face-to-face communication. In this study, we explored possible factors affecting performance in call centers by using a wearable sensor, a “sociometric badge.” We found that the activity level, i.e., liveliness, while working does not correlate with team performance whereas that while resting does. We also found that improving face-to-face communication leads to increased activity levels and to better team performance. Our results demonstrate that team performance can be improved by managing workplace activity levels.


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