Headset integration is top priority for contact centre managers

lady wearing headset holding speaker to mouth
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Contact centre managers see a strong link between system integration and employee productivity as both play a critical role in the efficient running of today’s contact centres.

Investing in state-of-the-art technology and equipment is vital for the success of the modern contact centre.

In a recent survey carried out by Jabra and the analysis institute Frost & Sullivan, 79 per cent of all contact centre managers ( including 70% in UK) and 89 percent of managers in large contact centres, see technology as an important step towards improved agent productivity.

Especially, integration of the headset with existing equipment was seen as 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 centre’s 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 centre 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 centre managers in the survey are strongly supporting the fact that their agents must be equipped with quality headsets and technology in order to achieve optimal productivity. Only 21 per cent of all managers (and 4 % of national contact centre managers) opted to put budget before technology and 81 per cent specifically choose intuitive software solutions for their contact centre. However, the most important feature mentioned by 97 per cent of surveyed contact centre managers concerning their business-critical processes was compatibility.

Holger Reisinger

Holger Reisinger

“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 position Jabra as the preferred contact centre headset partner. Contact centre 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 centre headsets with the world’s highest degree of phone system compatibility.”

Author: Jo Robinson

Published On: 23rd May 2012 - Last modified: 22nd Mar 2017
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1 Comment
  • Something i’ve always thought missing is a headset that has a clear indication that the CSA is on line. There a few options, but none are very good. Depending on your phone system it maybe the light stays on all the time, or the light burns out after 6 months. If anyone can recomend a headset that is of quality & has a light to show CSA on line, please let me know.

    pete 25 May at 09:49