Refers to the design where workplaces are in one contact center are separated from each other by partitions, creating workplaces that resemble small rooms (cubicles). Cubicles offer the agent the advantage of a sound-insulating and sound-absorbing working environment, which can benefit concentration.
A disadvantage may be that there is no visual touch with more is between agent and people from the immediate environment. On the one hand, this can lead to an impoverishment of social and functional contacts between agents; on the other hand, this can lead to reduced visual touch with between supervisor en agent which is the supervisor forces you to walk around more.