Headset integration priority for contact center heads

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Investing in state of the art technology and equipment is vital for the success of the modern contact center. In a recent survey carried out by Jabra and the analysis institute Frost & Sullivan, 79 per cent of all contact center managers and 89 percent of managers in large contact centers, see technology as an important step towards improved agent productivity.

Integration between existing equipment and the successful integration of the headset was seen as especially crucial for business. In order for the purchase to be a success, the audio end point or headset must be versatile enough to integrate seamlessly with the contact centers’ existing technology; this provides the agent with a comfortable and intuitive solution and prevents time wasted on down time and ensures a high sound quality.

“Tight integration between headsets and communication systems can have a significant impact on the customer and contact center agent experience by improving quality and reducing stress,” says Eric Rossman, Avaya Vice President, Developer Relations and Alliances. “Jabra’s headsets have been tested for compatibility with Avaya solutions through our rigorous, DevConnect evaluation process, to help provide agents with reliable hands-free communication that saves time and increases productivity.

Contact center managers in the survey are strongly supporting the fact that their agents must be equipped with quality headsets and technology in order to achieve an optimal productivity. Only 21 per cent of all managers opted to put budget before technology and 81 per cent specifically choose intuitive software solutions for their contact center. However, the most important feature mentioned by 97 per cent of surveyed contact center managers concerning their business critical processes was compatibility.


“I am glad to see these results,” says Holger Reisinger, Jabra Vice President of Marketing, Products and Alliances. “It confirms our business model and proves that our efforts of ensuring headset compatibility now positions Jabra as the preferred contact center headset partner. Contact center managers all across the world may rest assured that with a Jabra headset, they also get the assurance of investing in a portfolio of dedicated contact center headsets with the world’s highest degree of phone system compatibility.

Jabra has been in the forefront of providing innovative and effortless communications for mobile users, office-based and contact center employees in almost all parts of the world.

Specifically for contact centers, Jabra offers headset solutions in whichever end of the spectrum it falls on, and with the most essential elements of comfort, excellent sound and durability that most contact centers look for.

In the Philippines, Transcom, a global solution provider of customer care, sales, technical support and credit management, has leveraged on Jabra headsets to help ease their work flow. To be able to deliver its lifeblood of providing outstanding customer experience, Transcom needed quality headsets that feature optimum clarity, comfort and durability equipped with maximum noise reduction features.

Siva Subramaniam, Transcom Country Manager for Philippines, said that his agents love and are impressed with not just the great noise-cancellation, but also the comfort, sound clarity and highly easy-to-use Jabra headsets and solutions. “Our return of investment is all about our agents hearing very well and working optimally to deliver a high level of customer service. The clarity, quality, flexibility and robustness of the headset is really essential. If our headsets do not enable best customer communications, business will not be good for us,” he said.

While the majority of the contact center managers express that compatibility and intuitive software and hardware is mission critical and a parameter when choosing a provider, not all products or services are created equal. According to the survey, 22% of managers in the larger contact centers and 32% of managers of smaller contact centers express that the use of advanced technology can also be an obstacle that can get in the way of performance due to complicated use and high maintenance.

Jabra counter these obstacles even before the product leaves the Jabra research and development facility in Ballerup, Denmark. In the development phase of Jabra products both partner technology and Jabra’s own processes are taken into account.

“I was surprised, but not shocked, at how many contact center managers view advanced technology as an obstacle,” says Brendan Read, Industry Analyst, Frost& Sullivan. “New technology is meant to make jobs easier, not harder. This shows that the industry needs to do a better job of creating reliable, easy-to-use software and demonstrating its ease-of-use and benefits to its customers. Jabra is taking the right step by incorporating this knowledge into its product development.”

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