The 2007 headset technology review.In order to have successful interactions in the call center, every piece of equipment on the network must perform to the highest of standards, including the headsets. Companies that purchase inexpensive headsets often pay the price later, when their agents begin to complain about poor sound quality, broken parts, lack of comfort, or worst of all, damage to their hearing. Many companies are now realizing the importance of purchasing high quality headsets for their agents. They're they're Contraction of they are. they're be starting to look at things like the type of the speaker material; the strength of the wire harnesses; the sound quality; the level of comfort; noise canceling capabilities; and the overall functionality of the headset Headphones combined with a microphone. Used in call centers and by people in telephone-intensive jobs, headsets provide the equivalent functionality of a telephone handset with hands-free operation. Many people use headsets at the computer so they can converse and type comfortably. , before making a buying decision. And there are a lot of factors to consider when buying a headset. Beyond the quality of the materials used and the craftsmanship Craftsmanship Alcimedon a first-rate carver in wood. [Rom. Lit.: Vergil Eclogues, iii. 37.] Argus skillful builder of Jason’s Argo. [Gk. Myth.: Walsh Classical, 29] Athena (Rom. , there are many different styles and types on the market. For example, there are wireless headsets See headset. , corded over-the-head headsets, corded over-the-ear headsets, cordless phone A wireless telephone that transmits to and receives signals from a base station within a range of a few hundred feet. Cordless phones are for local use and cannot travel long distances as can cellphones and satellite phones. See DECT and multihandset cordless. headsets and VoIP headsets. Choosing the right type for your call center can be a daunting daunt tr.v. daunt·ed, daunt·ing, daunts To abate the courage of; discourage. See Synonyms at dismay. [Middle English daunten, from Old French danter, from Latin task. You might want to consider whether your agents need to be mobile while taking calls, in which case you'll you'll Contraction of you will. you'll you will or you shall you'll will want to go with wireless headsets. Or, if you have agents who are picky pick·y adj. pick·i·er, pick·i·est Informal Excessively meticulous; fussy. picky Adjective [pickier, pickiest] Brit, Austral & NZ about comfort or who are concerned about hearing damage from "acoustic shock The term acoustic shock is used to describe the symptoms a person may experience after hearing an unexpected, loud sound via a telephone. The loud sound, called an Acoustic Incident ," you might want to base your decision on those factors as well. And if your call center has gone all-IP, a shipment of VoIP headsets might be in order. The important thing to keep in mind is that the headset plays a critical role in agent performance. For your agents, the headset is perhaps the most significant piece of equipment, because, other than their chair, it is the one thing they must be in direct contact with throughout the entire shift--every shift, week in, week out. Give your agents cheap headsets that are uncomfortable, break easily, deliver poor sound quality, or do a lousy lous·y adj. lous·i·er, lous·i·est 1. Infested with lice. 2. Extremely contemptible; nasty: a lousy trick. 3. job of canceling out external noise and you are more than likely affecting their performance. And as study after study shows, happier agents perform better. So, having good headsets in your call center isn't a luxury, it is a necessity. To learn more about the latest trends in headset technology for the call center, we asked three of the leading headset manufacturers--Senheiser, Plantronics and GN Netcom--to provide us their views on what is happening now and what is coming in the future. We have also provided a list of companies that either manufacture or resell re·sell tr.v. re·sold , re·sell·ing, re·sells 1. To sell again. 2. To sell (a product or service) to the public or to an end user, especially as an authorized dealer. (where indicated) headset products. We urge you to visit these companies' Web sites for more information. Ahern Communications (reseller An organization that sells hardware and software to the general public. Resellers purchase products from software publishers and hardware manufacturers. ) www.aherncorp.com www.callcenterheadsets.com 800-451-5067 Black Box Network Services (reseller) www.blackbox.com 602-273-6400 CommuniTech (reseller) www.communitech.com 888-795-7222 Dowumi Corp. (under the Vonia brand) www.dowami.com 630-629-1897 Elevn Networks (reseller) www.elevnnet.com 780-485-0646 eMicrophones, Inc. (reseller)/SpeechControl.com (reseller) www.emicrophones.com www.speechcontrol.com 914-556-8286 Founder's Telecom (reseller) www.founderstelecom.com 800-333-0020 or 512-858-9677 GBH GBH (in Britain and South Africa) grievous bodily harm Communications (reseller) www.gbh.com 800-222-5424/818-246-9900 Global Teck Worldwide (reseller) [ILLUSTRATION OMITTED] www.global-teck.com 703-766-6363 GN Netcom (a GN Great Nordic company) www.gnnetcom.com 800-826-4656 Headset Discounters (reseller) www.headsetdiscounters.com 800-440-7639 HeadsetExperts.com (reseller) www.headsetexperts.com 800-641-6416 Headset Innovations (reseller) www.headsetinnovations.com 800-820-1744 Headset Zone (reseller) www.headsetzone.com 800-533-4014 Headsets.com (reseller) www.headsets.com 800-432-3738 HeadsetsPod.com (reseller) www.headsetspod.com 908-370-6545 Hello Direct (part of the GN Netcom/GN Great Nordic family) www.hellodirect.com 800-435-5634 JABRA Corporation (part of the GN Netcom/GN Great Nordic family) www.jabra.com 630-442-6900 Phonemaster Communications, Inc. (reseller) www.etelephonesystems.com 800-339-4588 PhoneMerchants (reseller) www.phonemerchants.com 877-291-1076 The Phone Source (reseller) www.thephonesource.com 866-397-3351 Plantronics www.plantronics.com 800-544-4660/831-426-5858 Polaris (reseller) www.polaris.com T-613 9320 1200 Pro Tech Communications, Inc www.protechcommunications.com 772-464-5100 Sennheiser Communications www.sennheisercommunications.us 860-434-9190 Tape-Tel Electronics (reseller) www.tapetel.com 800-228-1751 TWAcomm.com, Inc. (reseller) www.twacomm.com 877-892-2666 VXI (VME EXtensions for Instrumentation) A peripheral bus specialized for data acquisition and real time control systems. Introduced in 1987, VXI uses all Eurocard form factors and adds trigger lines, a local bus and other functions suited for measurement applications. Corporation, Inc. www.vxicorp.com 800-742-8588 Windows to Technology Ltd. (reseller) www.win2tech.com 613-961-1571/800-964-8810 By Patrick Barnard Bar·nard , Christiaan Neethling 1923-2001. South African surgeon who performed the first human heart transplant (1967). , Associate Editor, Customer Interaction Solutions |
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