Designing a Happier Workplace
Using an innovative wearable device, researchers are uncovering new insights about what really makes for productive, happy employees.
Desk-bound comic character Dilbert would probably relate to the legions of headset-wearing operators who worked in the typical Bank of America call center back in 2009. They labored in row upon row of low-walled cubes, fielding calls from customers who were often demanding, sometimes angry, occasionally rude. Burnout and turnover were high and productivity often lagged — and company executives couldn’t figure out what was wrong.
As intractable as these problems seemed, the company fo...