Why Your Agents’ Headsets May Be Hurting Customer Experience and What To Do About It - with Chris Clark

Chris Clark is the National Partner Manager at Jabra in New Zealand.

Chris has been in the unified communications - or call centric - industry for 15 years. As a result, he’s got great insight into best-practice when it comes to contact centre headsets.

Today, he shares why your agents’ headsets may be hurting customer experience, and what to do about it.

You'll Learn:

The 2 key elements of audio which determine customer satisfaction (06:00).

Why your current headsets may allow hackers to listen in to customer conversations, and the technology you can use to prevent it (09:32).

Why many headsets are inappropriate for use in contact centres (10:41).

Why noise cancellation in headsets is terrible for contact centres, and a better approach (11:44).

The headsets which are now working hand in hand with AI (14:35).

Why it’s critical to ensure your headsets are certified by the platforms you use (18:06).

The 2 common mistakes Chris sees in headset selection for agents (21:03).

Chris’ biggest piece of advice for choosing headsets for your agents (26:18).

Full show notes: https://bravatrak.com/chris-clark-podcast 

Connect with Chris on LinkedIn.

Follow me on LinkedIn, or connect with me on Facebook.