Why Your Agents’ Headsets May Be Hurting Customer Experience and What To Do About It - with Chris Clark
Secrets To Contact Center Success
Release Date: 09/29/2021
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info_outlineChris 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:
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The 2 key elements of audio which determine customer satisfaction (06:00).
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Why your current headsets may allow hackers to listen in to customer conversations, and the technology you can use to prevent it (09:32).
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Why many headsets are inappropriate for use in contact centres (10:41).
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Why noise cancellation in headsets is terrible for contact centres, and a better approach (11:44).
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The headsets which are now working hand in hand with AI (14:35).
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Why it’s critical to ensure your headsets are certified by the platforms you use (18:06).
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The 2 common mistakes Chris sees in headset selection for agents (21:03).
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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.